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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Whichtwo statements are true about generic objects?

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

2. You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?

A) Create the standard text with the current address and phone numbers.
B) Update variables with the changed address and phone numbers.
C) Create custom fields for the address and phone numbers.
D) Update customfields with the changed address and phone numbers.
E) Update the standard text with the changed address and phone numbers.
F) Create variables with the current address and phone numbers.

3. Which two statements are true when working with add-ins in a Custom Object workspace?

A) Using the record context, you can obtain an instance of a custom object by passing the package name and object name.
B) IGenericObject is the interface that is available with the Connect Common Object Model (CCOM) API for custom objects.
C) IGenericObject is the interface that is available with the add-in API for custom objects.
D) You cannot obtain a custom object instance directly by using the add-in API. You need to use the Connect web service for SOAP again for the, same.
E) It is not possible to automate anything by using an add-in framework in a Custom Object workspace.

4. Your customer has created a new script and deployed it to agents in their call center within their incident workflow. They have noticed that their agents cannot end the script as expected. What are two reasons for this?

A) The agents cannot get to the pages where they can end the script.
B) There are no script beginning and ending buttons enabled for the script pages.
C) There are no return events listed in the incident workflow for the script use.
D) There are no exit or finished events being triggered on the script pages.

5. 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) Saturday 6 PM
B) Tuesday 11 AM
C) Monday 10 AM
D) Saturday 4 PM

Solutions: