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Oracle Service Center 2021 Implementation Essentials Sample Questions:

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

2. Which four statements are true about incident rules?

A) A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
B) Incident rules should have a minimum of two rule states.
C) Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
D) All incident rules should have an action to transit from the initial state to another state.
E) Incident rules should have one rule state.
F) A catch-all escalation action has no impact on incident rules.
G) A catch-all rulehas no impact on incident rules.

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

4. How many rows can be returned by a tabular query?

A) Unlimited
B) 10000
C) 100
D) 1000
E) 100000

5. Your customer has asked you to create a report that will need to be sent to the executive management. None of the recipients of this report has access to the system, and the same monthly report needs to be delivered toall recipients. The management team changes frequently, and your customer does not want to alter the report schedule after configuration.
Which two steps must be taken after creating the report?

A) Create a dashboard for the report.
B) Send a notification to the executive team that the report is available.
C) Create a schedule record for the report.
D) Set up staff accounts for the executive team.
E) Upgrade the permissions for the report toinclude the executive team.
F) Create andadd the distribution list to the schedule.

Solutions: