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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Your customer has asked you to create a report that will need to be sent to the executive management. None of the recipients of this report has access to the system, and the same monthly report needs to be delivered toall recipients. The management team changes frequently, and your customer does not want to alter the report schedule after configuration.
Which two steps must be taken after creating the report?

A) Set up staff accounts for the executive team.
B) Send a notification to the executive team that the report is available.
C) Create a schedule record for the report.
D) Upgrade the permissions for the report toinclude the executive team.
E) Create a dashboard for the report.
F) Create andadd the distribution list to the schedule.

2. Which four types are used by incidents queues?

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

3. A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for follow up:#120728-000001 A member of our support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it." Which two actions will allow you to identify the correct message base item if you did not know which message base you need to edit? (Choose two.)

A) Look for the message in the receipt email body.
B) Run a message base report and search for the text string you want to change.
C) Submit an incident to customer care.
D) Identify the customer portal page that includes the text you want to change and identify the message base from within the code.

4. A customer is trying to import a report when the following error occurs:
"The selected Report Definition File is not a valid file exported by the Report Designer Export function, or the exported file has been modified." Which two options will resolve this error?

A) Reduce the picture scale of the report.
B) Update the hash value to match the hash declared at the end of the file.
C) Check the customized regional and language settings of your workstation or personal computer.
D) Check if the exported file was generated by a product version that is older than the existing product version.

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: