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Oracle Service Center 2021 Implementation Essentials Sample Questions:

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

2. Which statement is true about the JavaScript API?

A) It cannot be used in Custom Object workspaces.
B) It Is available as JavaScript objectsand can be exposed through browser controls in a workspace.
C) It comes with in-built exception handling.
D) It is available when you use the Connect Common Object Model CCOM for API operations.

3. A customer is trying to import guides and a definition file from another interface and receives an error: "The response node cannot be added as it would exceed the maximum amount of 2048 response nodes the guide can have.
What action must betaken to fix this?

A) Make sure guided assistance is enabled in another interface.
B) Make sure the guide definition file does not include anyhash value while importing it.
C) Navigate to one of the superior nodes and remove most of the nodes, keeping the same unique identifier.
D) Increase the maximum number of response nodes in the configuration.

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

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

5. Which two statements are true about linking products, categories, and dispositions?

A) Links can be automatically created to categories and dispositions based on answers an incidents.
B) A leaf product's links are inherited from its parent product.
C) Product-category linking is independent of product-disposition linking.
D) Product-category linkingrestricts customers from searching on the Customer Portal.
E) Links can be created only between the parent levels of products, categories, and dispositions.

Solutions: