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Oracle Service Center 2021 Implementation Essentials Sample Questions:

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

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

2. You make some changes to your message template and deployit globally, but the deployed status continues to show as pending.
What would you do to resolve this?

A) Enable the global template.
B) Validate the template.
C) Accept the changes.
D) Save the deployment.

3. Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?

A) Select the Chat check box that is associated with an agent's staff account.
B) Configure advanced routing.
C) Select the corresponding pull policy.
D) Selectthe Pull Chat check box in the chat profile.
E) Enable the engagement engine.

4. Which three actions can a guide branch out to?

A) Creating anincident
B) Calling an add-in
C) Firing a named event
D) Inserting another guide
E) Calling a URL

5. A customer is trying to use Element Manager to import and add-ins and receives this error:
"This package cannot beprocessed."
What is the reason for this error?

A) The Browser User Interface (BUI) workspace is not using the standard workspace.
B) Element Manager does not support the import and export of workspaces with custom workspace ribbon add-ins.
C) Check if the exported file was generated by a product version that is older than the existing product version.
D) The hash value during import doesn't match the hash declared at the end of the rile.

Solutions: