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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which statement is true about the JavaScript API?

A) It cannot be used in Custom Object workspaces.
B) It comes with in-built exception handling.
C) It Is available as JavaScript objectsand can be exposed through browser controls in a workspace.
D) It is available when you use the Connect Common Object Model CCOM for API operations.

2. A customer has made some modifications to navigation sets, but agents are not able to see the changes in the console. Which action must you take to ensure the changes reflect in the agent login?

A) Ask the agent to log in to the application again.
B) Select the Reset Navigation Set to Profile Default option.
C) Remove the existing navigation sets and reassign them.
D) Check the agent profile for whether the appropriate navigation

3. Your customer wants to measure agent performance based on feedback from their end users. If the end users provide negative feedback, their incidents need to be reopened automatically. Which three tasks will fulfill these requirements?

A) Assign a score to the survey questions and set the status field based on the value
B) Set an incident business rule to send the survey
C) Create a new queue for unhappy customers.
D) Create a report of survey responses.
E) Schedule a survey to run on a daily basis.
F) Create a transactional survey.

4. 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) Report Command
B) Workspace Ribbon
C) Content Pane
D) Global Ribbon
E) Workspace

5. What must you set to enable the email channel?

A) EGW_ENABLED
B) EGW_SECURE_UPDATE_ENABLED
C) EGW_SAVE_EMAIL_HEADERS
D) EGW_AUTO_CONT_CREATE
E) EGW_UPDATE_BY_CREATE

Solutions: