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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. You are working oncomplete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?

A) Intent guide
B) Custom process model
C) Business rules
D) Agent scripts
E) Guided assistance

2. What are the three different types of pull policy for queues?

A) Advanced
B) First Due
C) Round Robin
D) Manual
E) Standard
F) Strict Priority

3. Which two events can trigger Custom Process Models?

A) Update
B) OnSaveComplete
C) Load
D) Refresh
E) Create

4. Which two statements are true about Oracle Service Cloud accelerators?

A) Oracle provides supportfor all accelerators.
B) The source files for all listed accelerators are available for download.
C) Theyare available at http://www.oracle.com/technetwork.
D) They are complete plug-and-play tools that can be used with Oracle Service Cloud in any client environment free of cost.
E) They are code samples to show how integrations can be built by using the public integration capabilities of Oracle Service Cloud.

5. Which three functions are not part of the math group of functions?

A) lower
B) truncate
C) bitand
D) round
E) length
F) floor
G) power
H) to_number
I) rand
J) ceiling

Solutions: