Oracle Service Center 2020 Implementation Essentials

Question 1

Which three statements are true about Service Level Agreements?

A. They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.

B. They enable you to restrict what agents can view as part of navigation on the console.

C. They enable you to specify the duration for which an incident can be kept in waiting status.

D. They enable you to set the reports that are visible to an agent.

E. They enable you to set a timeline for an agent to respond to an incident.

F. They enable you to restrict the number of incidents raised by end users through various channels.

Correct Answer: A,C,E

Question 2

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 be taken to fix this?

A. Make sure the guide definition file does not include any hash value while importing it.

B. Make sure guided assistance is enabled in another interface.

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.

Correct Answer: C

Question 3

Which two statements are true about chat surveys?

A. You can send a chat survey only while a customer is on the chat.

B. You cannot link customer data back to the chat that is submitted.

C. You can create a chat rule to pop up a transactional survey at the end of a chat session.

D. You can create a chat rule to email a transactional survey to a customer after a chat session.

Correct Answer: C,D

Question 4

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. Monday 10 AM

B. Saturday 4 PM

C. Saturday 6 PM

D. Tuesday 11 AM

Correct Answer: B

Question 5

You have a requirement for an incident workspace where clicking a kind of text hyperlink should open a browser window by using the third-party URL of the loaded client. You want to implement this by using add-ins.
Which add-in should you create?

A. Workspace

B. Content Pane

C. Workspace Ribbon

D. Global Ribbon

E. Report Command

Correct Answer: A

Question 6

Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?

A. Allowing an agent to switch between workspaces by clicking the "Select Workspace" button

B. Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier

C. Capturing all incident-associated CO data from customers

D. If a contact record does not exist, creating a contact record as captured by an agent from customers

E. If a contact record exists, loading details from the contact found in the incident workspace

Correct Answer: C,D,E

Question 7

An agent tries to open an incident from his or her recent items.
Which three components determine what appears to the agent on opening an incident record?

A. Profile navigation assignment

B. SLAs

C. Configuration settings

D. Profile workspace assignment

E. Workspace rules

F. Profile functional permissions

Correct Answer: A,D,F

Question 8

What would you use for repetitive text with a single point of maintenance for any changes to the text?

A. Variable

B. Custom object field

C. Custom field

D. Merge field

Correct Answer: A

Oracle Service Center 2020 Implementation Essentials - 1Z0-1038-20 Exam Practice Test

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