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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. How frequently does Oracle release a new version of a product?

A) Once in three months
B) Once in four months
C) Once in six months
D) Every month

2. Which two events can trigger Custom Process Models?

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

3. Which three elements are available for workflow design on the Insert ribbon?

A) Set Fields
B) Terminate
C) Return
D) Restart
E) Decision

4. Which three statements are true about the Custom Process Model (CPM) in Oracle Service Cloud?

A) It is triggered by an event that occurs on the standard objects that are used by queues.
B) It is always triggered from business rules.
C) It is also known as the Object Event Handler.
D) It is a PHP script that executes only synchronously.
E) It can be triggered by an event that occurs on community objects.
F) It can be triggered by an event that occurs even on a custom object.
G) It is triggered by an event that occurs on standard objects only.

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

Solutions: