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Download Oracle Service Center 2022 Implementation Professional Exam Dumps
NEW QUESTION 48
Which four types are used by incidents queues?
- A. Quick
- B. Round Robin (All)
- C. Standard
- D. LIFO
- E. FIFO
- F. Round Robin (Logged In)
- G. Advanced Routing
Answer: B,C,F,G
NEW QUESTION 49
A client requires you to set up chat and email as unlimited for an SLA.
What must you do?
- A. Enter the value “Unlimited” in the chat and email fields.
- B. Use the default values.
- C. Enter zero as the initial value for both fields.
- D. Leave both the chat and email fields limit as blank.
Answer: C
NEW QUESTION 50
A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?
- A. The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.
- B. The profile to which the agent is assigned does not have a navigation set assigned.
- C. The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
- D. The profile to which the agent is assigned does not have the incident workspace assigned.
- E. The profile to which the agent is assigned does not have the Interface Access check box selected.
Answer: E
NEW QUESTION 51
Your customer wants to set a disposition and add a specific standard text item automatically based on a given endpoint within the guided assistant path info response thread. Which two steps are required to complete this request?
- A. Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.
- B. Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required in the incident workplace.
- C. Use an Incident Business rule to fire a named event and populate the standard text into the message thread.
- D. Create a named event to file each end point of the guide.
- E. Use Agent Workflow to populate the disposition and the standard text based on the named event in the guide.
Answer: A,D
NEW QUESTION 52
You are working on complete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest £o streamline this contact center training program?
- A. Guided assistance
- B. Intent guide
- C. Business rules
- D. Agent scripts
- E. Custom process model
Answer: C,E
NEW QUESTION 53
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