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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Whichtwo statements are true about generic objects?

A) They can be used with standard objects.
B) They automatically consider apackage to consist of custom objects.
C) They require the type of data to be set dynamically.
D) They are used when working with custom objects only.
E) They belong to a stand-alone class that is not derived from an RN object.

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

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

3. A company wantsto include the company logo and contact details in its outbound email communications.
Where should this be configured?

A) Global template
B) Contact HTML Editor
C) Quote template
D) Admin HTML Editor

4. Which two statements are true about chat surveys?

A) You can create a chat rule to email a transactional survey to a customer after a chat session.
B) You cannot link customer data back to the chat that is submitted.
C) You can send a chat survey only while a customer is on the chat.
D) You can create a chat rule to pop up a transactional survey at the end of a chatsession.

5. Your customer wants an incident survey to be reopened automatically if it does not meet the minimum score.
Which three actions should you perform to meet this requirement?

A) Create a report for the survey scores.
B) Schedule the survey on a daily basis.
C) Create a transactional survey.
D) Write a business rule to reopen the case.
E) Create a polling survey.
F) Assign scores to the survey questions and set the status field based on the responses.

Solutions: