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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. How can you enable add-ins to run locally without uploading it to theserver?

A) Configuration > Staff Management > Profiles > Required Profile > Select Developer Mode.
B) Configuration > Site Configuration > Addin Manager > Required Profile > Interfaces > Select Developer Mode.
C) Configuration > Site Configuration> Addin Manager > Required Profile > Select Developer Mode.
D) Configuration > Staff Management > Profiles > Required Profile > Interfaces tab, Addin tab > Select Developer Mode.

2. Which three features can be configured in advanced routing?

A) Queue segregation
B) Queue overflow
C) Queue limit
D) Queue prioritization
E) Skill time
F) Skill relaxation

3. Which five practices deliver maximum reporting performance?

A) Filtering on standard fields that are indexed
B) Providing default values for runtime filters
C) Configuring many-to-many joins
D) Filtering on expressions and not on simple columns
E) Using index custom fields as filters
F) Providing values for runtime filters
G) Using the like operator instead of the complex expression operator
H) Using outer joins rather than inner joins when possible
I) Filtering on simple columns and not on expressions
J) Using the complex expression operator instead of the like operator
K) Using fixed filters whenever possible

4. What must you set to enable the email channel?

A) EGW_UPDATE_BY_CREATE
B) EGW_SECURE_UPDATE_ENABLED
C) EGW_ENABLED
D) EGW_AUTO_CONT_CREATE
E) EGW_SAVE_EMAIL_HEADERS

5. A customer is using a service level agreement (SLA) to calculate resolution due dates automatically when an SLAinstance is added to an incident. What setup is required for resolution due calculations?

A) Add all the holidays observed by your organization.
B) Create a custom incident milestones report and add it to a custom incident workspace
C) Use business rules to automatically calculate dates
D) Define default response requirements.

Solutions: