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NEW QUESTION 35
How many rows can be returned by a tabular query?
- A. 0
- B. 1
- C. 2
- D. 3
- E. Unlimited
Answer: C
NEW QUESTION 36
Which two statements are true about the Organization object in Service Cloud?
- A. It can be associated with incidents directly.
- B. It has a one-to-many relation with contacts.
- C. It has a one-to-one relation with contacts.
- D. It is widely used in Business-to-Business scenarios.
- E. It is required to create an incident.
Answer: B,D
NEW QUESTION 37
Which five practices deliver maximum reporting performance?
- A. Using fixed filters whenever possible
- B. Using index custom fields as filters
- C. Using the complex expression operator instead of the like operator
- D. Filtering on standard fields that are indexed
- E. Filtering on expressions and not on simple columns
- F. Using the like operator instead of the complex expression operator
- G. Providing default values for runtime filters
- H. Providing values for runtime filters
- I. Filtering on simple columns and not on expressions
- J. Using outer joins rather than inner joins when possible
- K. Configuring many-to-many joins
Answer: A,D,H,I,J
NEW QUESTION 38
What are the three different types of pull policy for queues?
- A. First Due
- B. Strict Priority
- C. Manual
- D. Standard
- E. Round Robin
- F. Advanced
Answer: A,B,C
NEW QUESTION 39
Which two statements are true about safe mode in relation to add-ins?
- A. It is a profile setting that must be enabled for a profile.
- B. It allows an agent desktop to log in to the application with local add-in files.
- C. It is a setting that must be enabled at the interface level.
- D. It is enabled automatically if the previous shutdown of the agent desktop application did not happen normally.
- E. It allows an agent desktop to log in to the application without any add-ins.
Answer: B,D
NEW QUESTION 40
You have a requirement for an incident workspace where clicking a kind of text hyperlink should open a browser window by using the third-party URL of the loaded client. You want to implement this by using add-ins.
Which add-in should you create?
- A. Workspace
- B. Content Pane
- C. Report Command
- D. Workspace Ribbon
- E. Global Ribbon
Answer: A
NEW QUESTION 41
Which setup sequence is used to give permissions to an individual to access an application?
- A. Staff Account > Profile > Navigation set
- B. Profile > Navigation set > Staff Account
- C. Navigation set > Profile > Staff Account
- D. None. No sequence is required.
Answer: B
NEW QUESTION 42
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 can use the Fill Inbox functionality to select any of the three queues.
- C. Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.
- D. Agents cannot use the Fill Inbox functionality because the pull policy is manual.
Answer: B
NEW QUESTION 43
Which two statements are true about Oracle Service Cloud accelerators?
- A. They
are available at http://www.oracle.com/technetwork. - B. The source files for all listed accelerators are available for download.
- C. Oracle provides support for all accelerators.
- D. They are code samples to show how integrations can be built by using the public integration capabilities of Oracle Service Cloud.
- E. They are complete plug-and-play tools that can be used with Oracle Service Cloud in any client environment free of cost.
Answer: D,E
NEW QUESTION 44
What are three required sections for Custom Process Models?
- A. Footer
- B. Code containing integration with external systems
- C. Code containing custom business logic
- D. Header
- E. Test script
- F. Test harness
Answer: C,D,F
NEW QUESTION 45
Which three statements are true about navigation sets?
- A. Using navigation sets, you can configure whether to show the Recent Items navigation pane or not.
- B. The same navigation set can be set for different interfaces.
- C. Using navigation sets, you can configure whether to show the Home navigation pane or not.
- D. Using navigation sets, you can define what quick links can be seen when navigating File > Link.
- E. Using navigation sets, you can define what new objects can be created by using the File menu.
- F. Using navigation sets, you can configure which quick search reports can be seen.
Answer: B,C,F
NEW QUESTION 46
You find that the chat agent is not receiving chat messages, even though the agent is logged in. Which two actions can help resolve this problem?
- A. Deselecting the Pull Chat check box in the agent's profile
- B. Fixing the chat workspace
- C. Requesting Chat from File > Options > View Options
- D. Clicking Request Chat on the Live Media bar
- E. Configuring advanced routing
Answer: B,D
NEW QUESTION 47
Which Oracle Service Cloud capability can assign chats based on language and product skills?
- A. Business rules
- B. Advanced routing
- C. Engagement engine
- D. Syndicated chat
Answer: B
NEW QUESTION 48
For which three reasons should you recommend using workflows?
- A. They help customers find relevant knowledge answers.
- B. They promote efficiency.
- C. They guide agents through complex customer interactions and data updates.
- D. They can sort incidents raised by a contact.
- E. They reduce human error.
Answer: B,C,E
NEW QUESTION 49
An agent tries to open an incident from his or her recent items.
Which three components determine what appears to the agent on opening an incident record?
- A. Workspace rules
- B. SLAs
- C. Profile workspace assignment
- D. Profile navigation assignment
- E. Profile functional permissions
- F. Configuration settings
Answer: C,D,E
NEW QUESTION 50
Which two statements are true about linking products, categories, and dispositions?
- A. Links can be automatically created to categories and dispositions based on answers an incidents.
- B. Product-category linking restricts customers from searching on the Customer Portal.
- C. Links can be created only between the parent levels of products, categories, and dispositions.
- D. Product-category linking is independent of product-disposition linking.
- E. A leaf product's links are inherited from its parent product.
Answer: B,D
NEW QUESTION 51
You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?
- A. Update custom fields with the changed address and phone numbers.
- B. Create custom fields for the address and phone numbers.
- C. Update the standard text with the changed address and phone numbers.
- D. Create the standard text with the current address and phone numbers.
- E. Create variables with the current address and phone numbers.
- F. Update variables with the changed address and phone numbers.
Answer: C,D
NEW QUESTION 52
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 be allowed to perform creation and deletion operations.
How can this be done?
- A. by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object
- B. by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object
- C. by configuring settings at the time of creation of the custom object
- D. by creating the Contact Center Agents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions
Answer: A
NEW QUESTION 53
Which four statements are true about incident rules?
- A. Incident rules should have a minimum of two rule states.
- B. All incident rules should have an action to transit from the initial state to another state.
- C. Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
- D. Incident rules should have one rule state.
- E. A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
- F. A catch-all escalation action has no impact on incident rules.
- G. A catch-all rule has no impact on incident rules.
Answer: B,C,D,E
NEW QUESTION 54
Which option should you use to create or configure queues?
- A. Configuration > Application Appearance >Customizable Menus > System Menus
- B. Configuration > Site Configuration > Configuration Settings
- C. Configuration > Site Configuration > Message Bases
- D. Configuration > Application Appearance > Customizable Menus > Custom Menus
Answer: A
NEW QUESTION 55
Examine these functions:
f1- apply() f2 - setup(), f3 - validate(), f4 - cleanup(), f5- fetchObject() What is the correct sequence of execution of these functions during custom processes testing?
- A. f2, f5, f3, f1, f4
- B. f1, f2, f4, f3, f5
- C. f2, f5, f1, f3, f4
- D. f1, f2, f5, f3, f4
- E. f5, f2, f3, f4, f1
Answer: A
NEW QUESTION 56
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