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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which three actions can a guide branch out to?

A) Inserting another guide
B) Calling an add-in
C) Firing a named event
D) Calling a URL
E) Creating anincident

2. Which three options are not supported in a Browser User Interface workspace?

A) The mixing of HTTP and HTTPS is not supported because i is a security violation.
B) Any site trying to navigate to a top-level page will not be rendered.
C) Any site which does not want to be embedded insidean iframe will not be rendered.
D) The ability to view the visitor browser history in the Agent Browser User Interface is not supported.
E) Theauthorization of Knowledge Foundation (Answer Workspace) in the Browser User Interface workspace is not supported.

3. Which two statements are true about safe mode in relation to add-ins?

A) It allows an agent desktop to log in to the application with local add-in files.
B) It allows an agent desktop to log in to the application without any add-ins.
C) It is a profile setting that must be enabled for a profile.
D) It is a setting that must be enabled at the interface level.
E) It is enabled automatically if the previous shutdown of the agent desktop application did not happen normally.

4. Which five actions should you performto configure advanced routing?

A) Configure collaboration with external users who are not agent desktop users.
B) Create an advanced routing incident queue.
C) Define products and categories.
D) Add Access Control to a navigation set.
E) Assign advanced routing permissions to a profile.
F) Create and activate a rule to route incidents to the advanced routing incident queue.
G) Add product and category fields to the Live Help page of the Customer Portal.
H) Assign guided assistance permission to a profile.

5. When an incident is opened, your customerwants to have different workspaces opened based on the products selected in the "Ask a Question" form on the Customer Portal pages.
Which three elements are necessary to design the workflow?

A) Entry Point
B) Decision
C) Workspace
D) Return
E) Set Fields
F) Load

Solutions: