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Oracle Service Center 2022 Implementation Professional

Last Update Jan 25, 2023
Total Questions : 97

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Oracle Service Center 2022 Implementation Professional Questions and Answers

Questions 1

Your customer specifies five requirements.

Which three requirements can be fulfilled by using workflows?

Options:

A.

If a contact record does not exist, creating a contact record as captured by an agent from customers

B.

If a contact record exists, loading details from the contact found in the incident workspace

C.

Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier

D.

Capturingall incident-associated CO data from customers

E.

Allowing an agent to switch between workspaces by clicking the "Select Workspace" button

Questions 2

In which two scenarios would you use multiple interfaces?

Options:

A.

When you need multiple channels enabled such as email, chat,and web self-service

B.

When new business processes need to be supported other than the standard contact center

C.

When multiple languages need to be supported

D.

When your portal needs the support of different channels for login

E.

When your business operates in different lines of business

Questions 3

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?

Options:

A.

Create a schedule record for the report.

B.

Create andadd the distribution list to the schedule.

C.

Set up staff accounts for the executive team.

D.

Send a notification to the executive team that the report is available.

E.

Create a dashboard for the report.

F.

Upgrade the permissions for the report toinclude the executive team.