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Oracle Service Center 2022 Implementation Professional Sample Questions (Q30-Q35):

NEW QUESTION # 30
Which four statements are true about incident rules?

A. A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
B. A catch-all rule has no impact on incident rules.
C. Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
D. A catch-all escalation action has no impact on incident rules.
E. Incident rules should have one rule state.
F. All incident rules should have an action to transit from the initial state to another state.
G. Incident rules should have a minimum of two rule states.

Answer: A,C,E,F

NEW QUESTION # 31
How many rows can be returned by a tabular query?

A. 0
B. 1
C. 2
D. 3
E. Unlimited

Answer: B

NEW QUESTION # 32
Which option should you use to create or configure queues?

A. Configuration > Site Configuration > Configuration Settings
B. Configuration > Site Configuration > Message Bases
C. Configuration > Application Appearance > Customizable Menus > Custom Menus
D. Configuration > Application Appearance >Customizable Menus > System Menus

Answer: D

NEW QUESTION # 33
Which five actions should you perform to configure advanced routing?

A. Add Access Control to a navigation set.
B. Assign advanced routing permissions to a profile.
C. Configure collaboration with external users who are not agent desktop users.
D. Create and activate a rule to route incidents to the advanced routing incident queue.
E. Add product and category fields to the Live Help page of the Customer Portal.
F. Define products and categories.
G. Assign guided assistance permission to a profile.
H. Create an advanced routing incident queue.

Answer: A,B,C,D,F

NEW QUESTION # 34
An agent tries to open an incident from his or her recent items.
Which three components determine what appears to the agent on opening an incident record?

A. Workspace rules
B. Profile workspace assignment
C. Profile functional permissions
D. Configuration settings
E. SLAs
F. Profile navigation assignment

Answer: B,C,F

NEW QUESTION # 35
......

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