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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which setup sequence is usedto 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.

2. Which two types of joins are available in analytics?

A) Peripheral
B) Outer LTD) External
C) Intersection
D) Internal
E) Inner

3. Your customer has asked you to create a report that shows all the incident should show the following columns:
1. The number of incidents opened in the past month
2. The numberof incidents opened in the past week
3. The number of incidents opened in the past day
Which two functions are needed in the expressions to create the three columns?

A) AVG
B) DECODE
C) SUM
D) IF
E) NVL

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

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

5. Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.

A) The agents are not able to get to the pages where they can end the script.
B) The script beginning and ending buttons are not enabled for the script pages.
C) No exit or finished event is being triggered on the script pages.
D) No return events are listed in the incident workflow forthe script to use.

Solutions: