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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. An agent is assigned a profile PI that is configured with three incident queues: q1, q2, and q3, and the pull policy is set to Manual. Which statement is true?

A) Agents cannot use the Fill Inbox functionality because the pull policy is manual.
B) Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.
C) Agents will get incidents only from the ql queue.
D) Agents can use the Fill Inbox functionality to select any of the three queues.

2. Your customer has "Gold" level SLAs being applied to certain organizations according to organization rules.
After six months, the business decides to change the response time: instead of responding in 24 hours your agents needto respond within eight business hours.
You modify the "Gold" SLA to reflect this change but you notice that the SLA reports are still using a 24-hour response time.
Based on this scenario, which statement is correct?

A) Your site has been corrupted with the "Gold" SLA.
B) You have not activated the rules so the updated SLAs are not being applied.
C) Updating the SLA will not automatically update the organization's SLA instance.
D) The SLA reports will need to be modified to use the new SLA.

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

4. Which two REST API calls can be used to retrieve account information with ID 3?

A) https://yoursite.domain/services/rest/connect /v1.3/accounts_ID/3
B) https://yoursite.domain/services/rest/connect /latest/accounts_ID/3
C) https://yoursite.domain/services/rest/connect /v1.3/accounts/3
D) https://yoursite.domain/services/rest/connect /latest/accounts/ID/3
E) https://yoursite.domain/services/rest/connect /v1.3/accounts/ID/3
F) https://yoursite.domain/services/rest/connect /latest/accounts/3

5. Which five practices deliver maximum reporting performance?

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

Solutions: