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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. What must you set to enable the email channel?

A) EGW_SAVE_EMAIL_HEADERS
B) EGW_SECURE_UPDATE_ENABLED
C) EGW_UPDATE_BY_CREATE
D) EGW_AUTO_CONT_CREATE
E) EGW_ENABLED

2. An agent is assigned a profile PI that is configured with three incident queues: q1, q2, and q3, and the pull policy is set to Manual. Which statement is true?

A) Agents will get incidents only from the ql queue.
B) Agents cannot use the Fill Inbox functionality because the pull policy is manual.
C) Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.
D) Agents can use the Fill Inbox functionality to select any of the three queues.

3. A customer is unable to see a record in the audit log after running a report. What could be the reason for this?

A) the Expanded Report Audit Log from the Reports Explorer
B) the permissions of the report
C) the Filters settings of the report
D) the Purge settings in the database

4. In a contact center setup, there are certain custom objects, such as Asset Repair records, that the contact center agents should be able to update only when the supervisor creates a record for them. The contact center agents should not beallowed to perform creation and deletion operations.
How can this be done?

A) by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object
B) by creating the Contact CenterAgents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions
C) by configuring settings at the time of creation of the custom object
D) by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object

5. Which four types are used by incidents queues?

A) Quick
B) LIFO
C) Advanced Routing
D) Standard
E) Round Robin (All)
F) Round Robin (Logged In)
G) FIFO

Solutions: