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1. Which three statements are true about the Custom Process Model (CPM) in Oracle Service Cloud?
A) It is triggered by an event that occurs on standard objects only.
B) It is triggered by an event that occurs on the standard objects that are used by queues.
C) It can be triggered by an event that occurs even on a custom object.
D) It is always triggered from business rules.
E) It is a PHP script that executes only synchronously.
F) It is also known as the Object Event Handler.
G) It can be triggered by an event that occurs on community objects.
2. Which three statements are true about Service Level Agreements?
A) They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.
B) They enable you to restrict the number of incidents raised by end users through various channels.
C) They enable you to restrict what agents can view as part of navigation on the console.
D) They enable you to set the reports that are visible to an agent.
E) They enable you to set a timeline for an agent to respond to an incident.
F) They enable you to specify the duration for which an incident can be kept in waiting status.
3. Which three statements are true about navigation sets?
A) Using navigation sets, you can define what quick links can be seen when navigating File > Link.
B) The same navigation set can be set for different interfaces.
C) Using navigation sets, you can configure whether to show the Home navigation pane or not.
D) Using navigation sets, you can define what new objects can be created by using the File menu.
E) Using navigation sets, you can configure which quick search reports can be seen.
F) Using navigation sets, you can configure whether to show the Recent Items navigation pane or not.
4. Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?
A) Allowing an agent to switch between workspaces by clicking the "Select Workspace" button
B) If a contact record does not exist, creating a contact record as captured by an agent from customers
C) Capturing all incident-associated CO data from customers
D) If a contact record exists, loading details from the contact found in the incident workspace
E) 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
5. Which two statements are true about safe mode in relation to add-ins?
A) It allows an agent desktop to log in to the application without any add-ins.
B) It is enabled automatically if the previous shutdown of the agent desktop application did not happen normally.
C) It allows an agent desktop to log in to the application with local add-in files.
D) It is a profile setting that must be enabled for a profile.
E) It is a setting that must be enabled at the interface level.
問題與答案:
問題 #1 答案: C,F,G | 問題 #2 答案: A,E,F | 問題 #3 答案: B,C,E | 問題 #4 答案: B,C,D | 問題 #5 答案: B,C |
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