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| Section | Objectives |
|---|---|
| Topic 1: Reporting and Analytics | - Reports and Dashboards
|
| Topic 2: Service Center Configuration | - User Interface and Workspace Setup
|
| Topic 3: SLAs and Service Management | - Service Level Agreements
|
| Topic 4: Guided Assistance and Automation Tools | - Guided Assistance Configuration
|
| Topic 5: Business Process Automation | - Workflows and Business Rules
|
Which Oracle Service Cloud capability can assign chats based on language and product skills?
Correct Answer: A 🗳️
Your customer wants to display customized branding information in the login window. Which two options can be used?
Correct Answer: A 🗳️
A customer is trying to import guides and a definition file from another interface and receives an error: "The response node cannot be added as it would exceed the maximum amount of 2048 response nodes the guide can have.
What action must betaken to fix this?
Correct Answer: D 🗳️
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?
Correct Answer: C,E,F 🗳️
An agent is assigned a profile PI that is configured with three incident queues: q1, q2, and q3, and the pull policy is set to Manual. Which statement is true?
Correct Answer: A 🗳️
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