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Oracle Service Center 2021 Implementation Essentials Sample Questions:

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

2. Which two statements are true about a disposition?

A) It can be set to a maximum depth of three in hierarchy levels.
B) It can be linked to products.
C) It helps to identify the root cause of an incident.
D) It can be linked to categories.
E) It can be made visible on the Customer Portal.

3. A customer is using standard reports within the analytics module. Which two can be edited in a standard report?

A) schedules
B) non-selectable filters
C) permissions
D) report headings
E) graphs
F) column headings

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

5. Examine these functions:
f1- apply() f2 - setup(), f3 - validate(), f4 - cleanup(), f5- fetchObject() What is the correct sequence of execution of these functions during customprocesses testing?

A) f1, f2, f5, f3, f4
B) f2, f5, f3, f1, f4
C) f5, f2, f3, f4, f1
D) f2, f5, f1, f3, f4
E) f1, f2, f4, f3, f5

Solutions: