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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. You have a requirement to purge Incidents where the Incidents have not been updated in the last 30days using Data Lifecycle Management. What are the two steps you should do to define a report containing criteria used to purge the records?

A) Add default values to runtime filters if used in the report
B) Remove Primary keys from all tables used in the report
C) Use a drilldown level to filter the top level
D) Do not set the deferred execution option
E) Set the option to allow switching of data
F) Use runtime filters in preference to fixed filters

2. 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) f5, f2, f3, f4, f1
B) f2, f5, f3, f1, f4
C) f2, f5, f1, f3, f4
D) f1, f2, f5, f3, f4
E) f1, f2, f4, f3, f5

3. Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.

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

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

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

5. Which three statements are true about the Custom Process Model (CPM) in Oracle Service Cloud?

A) It can be triggered by an event that occurs even on a custom object.
B) It is triggered by an event that occurs on the standard objects that are used by queues.
C) It is triggered by an event that occurs on standard objects only.
D) It is a PHP script that executes only synchronously.
E) It can be triggered by an event that occurs on community objects.
F) It is also known as the Object Event Handler.
G) It is always triggered from business rules.

Solutions: