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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which six actions initiate the business rules engine to run their configured logic?

A) An agent runs an incident report.
B) An agent creates or edits an answer.
C) A customerupdates contact details via the end-user pages.
D) A customer creates an incident in the end user portal.
E) An agentviews the rule log.
F) An agent edits contacts, incidents, organizations, or tasks.
G) A customer adds more information to their incident via the end-user pages.
H) The rules engine is updated.
I) An agent edits an opportunity.
J) An administrator compiles the rules engine.

2. Examine these functions:
f1- apply() f2 - setup(), f3 - validate(), f4 - cleanup(), f5- fetchObject() What is the correct sequence of execution of these functions during customprocesses testing?

A) f1, f2, f4, f3, f5
B) f5, f2, f3, f4, f1
C) f1, f2, f5, f3, f4
D) f2, f5, f3, f1, f4
E) f2, f5, f1, f3, f4

3. Which three functions are not part of the math group of functions?

A) round
B) length
C) bitand
D) floor
E) power
F) lower
G) rand
H) truncate
I) ceiling
J) to_number

4. A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?

A) The profile to which the agent is assigned does not have the incident workspace assigned.
B) The profile to which the agent is assigned does not have a navigation set assigned.
C) The profile to which the agent is assigned does not have the Interface Access checkbox selected.
D) The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
E) The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.

5. A customer is trying to use Element Manager to import and add-ins and receives this error:
"This package cannot beprocessed."
What is the reason for this error?

A) Check if the exported file was generated by a product version that is older than the existing product version.
B) The hash value during import doesn't match the hash declared at the end of the rile.
C) The Browser User Interface (BUI) workspace is not using the standard workspace.
D) Element Manager does not support the import and export of workspaces with custom workspace ribbon add-ins.

Solutions: