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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. You want yoursystem to offer a chat invitation to any customer who spends at least two minutes on a specific web page.
What should you use?

A) configuration settings
B) proactive chat widget
C) syndicate chat widget
D) business rules

2. Which Oracle Service Cloud capability can assign chats based on language and product skills?

A) Syndicated chat
B) Advanced routing
C) Engagement engine
D) Business rules

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

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

4. Which four statements are true about reports?

A) Published reports can be modified.
B) All the permissions from an imported report remain unchanged after an export.
C) Reports are shared between interfaces.
D) Reports are not common across the interface.
E) Reports must be exportedmanually in all interfaces.
F) The owner of a report remains the same even if the report is imported by some other user.
G) After a report is published, the report data remains unchanged even as the knowledge baseis updated.

5. A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for follow up:#120728-000001 A member of our support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it." Which two actions will allow you to identify the correct message base item if you did not know which message base you need to edit? (Choose two.)

A) Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
B) Submit an incident to customer care.
C) Look for the message in the receipt email body.
D) Run a message base report and search for the text string you want to change.

Solutions: