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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. A customer has defined Service Intervals at the interface level (Response Requirements) as Monday to Friday (10-17 hours) and at the SLA LI level as Monday to Saturday (10-18 hours) with a response time of 6 hours.
An incident arrives on Friday at 7 PM and is applied to the SLA LI instance.
What is the response due time?

A) Tuesday 11 AM
B) Monday 10 AM
C) Saturday 6 PM
D) Saturday 4 PM

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

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

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

4. Which two statementsare true about the Organization object in Service Cloud?

A) It is required to create an incident.
B) It can be associated with incidents directly.
C) It has a one-to-one relation with contacts.
D) It is widely used in Business-to-Business scenarios.
E) It has a one-to-many relation with contacts.

5. A client requires you to set up chat and email as unlimited for an SLA. What must you do?

A) Enter the value "Unlimited" in the chat and email fields.
B) Enter zero as the initial value for both fields.
C) Use the default values.
D) Leave both the chat and email fields limit as blank.

Solutions: