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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. A customer is using standard reports within the analytics module. Which two can be edited in a standard report?

A) report headings
B) permissions
C) graphs
D) schedules
E) non-selectable filters
F) column headings

2. Your customer wants to display customized branding information in the login window. Which two options can be used?

A) Use the BRAND_WELCOME_MSG configuration setting, which specifies the welcome message that is displayed on the login page.
B) Use the LOGIN_SECURITY_MSG configuration setting, which specifies the welcome message that is displayed on the login page.
C) Use the BRAND_CONTENT_URL configuration setting, which specifies the URL that is used to display content in the content pane of the login page.
D) Use the LOGIN_SECURITY_URL, configuration setting, which specifies the URL that is used to display content in thecontent pane of the login page.

3. Which three requirements can be implemented by using workspace rules?

A) Dynamically setting the URL for browser control
B) Calling an add-in
C) Calling a CPM script
D) Triggering escalation mails to the manager after the escalation time is over
E) Prompting a customer care executive to dynamically open a guide

4. In which two scenarios would you use multiple interfaces?

A) When your portal needs the support of different channels for login
B) When multiple languages need to be supported
C) When your business operates in different lines of business
D) When new business processes need to be supported other than the standard contact center
E) When you need multiple channels enabled such as email, chat,and web self-service

5. How can you set a preference that is local to your machine?

A) By selecting File > Settings
B) By selecting File > Configuration
C) By selecting Navigation pane > Configuration > Staff Management > Profiles
D) By selecting File > Options

Solutions: