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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. A customer has made some modifications to navigation sets, but agents are not able to see the changes in the console. Which action must you take to ensure the changes reflect in the agent login?

A) Check the agent profile for whether the appropriate navigation
B) Remove the existing navigation sets and reassign them.
C) Select the Reset Navigation Set to Profile Default option.
D) Ask the agent to log in to the application again.

2. Which five actions should you performto configure advanced routing?

A) Create and activate a rule to route incidents to the advanced routing incident queue.
B) Assign advanced routing permissions to a profile.
C) Assign guided assistance permission to a profile.
D) Create an advanced routing incident queue.
E) Add Access Control to a navigation set.
F) Define products and categories.
G) Configure collaboration with external users who are not agent desktop users.
H) Add product and category fields to the Live Help page of the Customer Portal.

3. You want yoursystem to offer a chat invitation to any customer who spends at least two minutes on a specific web page.
What should you use?

A) syndicate chat widget
B) configuration settings
C) proactive chat widget
D) business rules

4. A malfunctioning add-in can prevent the Service Console from functioning properly. It can also block administrators from logging in to the system to remove the malfunctioning add-in. Whichtwo actions will remove the malfunctioning add-in?

A) Use Safe mode when logging in to the application.
B) View the add-in's log files and rectify the issue.
C) Exit the administration interface without completing the normal logout process.
D) Log out of the interface and log in again.

5. 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) Update the hash value to match the hash declared at the end of the file.
B) Reduce the picture scale of the report.
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.

Solutions: