Certificación Oracle Osvc

Which three statements are true about Service Level Agreements?
A They enable you to specify the duration for which an incident can be kept in waiting status.
B They enable you to restrict what agents can view as part of navigation on the console.
C They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.
D They enable you to restrict the number of incidents raised by end users through various channels.
E They enable you to set a timeline for an agent to respond to an incident.
F They enable you to set the reports that are visible to an agent.

The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which statement is true?
A You can change the default value to 60 minutes by using Site Configuration > Session Timeout.
B You can change the default value to 60 minutes by amending the Site Configuration > Configuration Settings value.
C Because the system default is 15 minutes, it cannot be changed.
D You can change the default value to 60 minutes by using File > Options > Session Expiration.

Which two statements are true about a disposition?
A It can be made visible on the Customer Portal.
B It can be linked to products.
C It helps to identify the root cause of an incident.
D It can be set to a maximum depth of three in hierarchy levels.
E It can be linked to categories.

Which two are non-CRUD operations?
A CSVTableSet results = RunAnalyticsReport(AnalyticsReport ReportObject, int Limit, int Start, string Delimiter, bool ReturnRawResult, bool DisableMTOM, out byte[] FileData);
B RNObject[] = Binding.Create(RNObject[] Objects, CreateProcessingOptions Options);
C UpdateResponseMsg = Binding.Update(RNObject[] Objects, UpdateProcessingOptions ProcessingOptions);
D ResetContactPasswordResponseMsg = Binding.ResetContactPassword(ID ContactID);
E CSVTableSet = Binding.QueryCSV(string Query, int PageSize, string Delimiter, bool
F ReturnRawResult, bool DisableMTOM, out byte[] FileData); RNObject[] rnObjects = _client.Get(clientlnfoHeader, objects, options);

Which two types of joins are available in analytics?
A Intersection
B Peripheral
C Outer
E External
F Inner
G Interna

Which two events can trigger Custom Process Models?
A Update
B OnSaveComplete
C Create
D Load
E Refresh

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

Which Oracle Service Cloud capability can assign chats based on language and product skills?
A Advanced routing
B Business rules
C Syndicated chat
D Engagement engine

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?
A Agents can use the Fill Inbox functionality to select any of the three queues.
B Agents will get incidents only from the ql queue.
C Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.
D Agents cannot use the Fill Inbox functionality because the pull policy is manual.

You want to ensure that some specific content in messages can be hidden for seme messages. What would you use to meet this requirement?
A Incident thread fields
B Merge fields
C Conditional fields
D Custom fields

Which five practices deliver maximum reporting performance?
A Using outer joins rather than inner joins when possible
B Providing default values for runtime filters
C Providing values for runtime filters
D Using the like operator instead of the complex expression operator
E Filtering on standard fields that are indexed
F Using index custom fields as filters
G Filtering on simple columns and not on expressions
H Using the complex expression operator instead of the like operator
I Using fixed filters whenever possible
J Filtering on expressions and not on simple columns
K Configuring many-to-many joins

Which three features can be configured in advanced routing?
A Skill relaxation
B Skill time
C Queue overflow
D Queue prioritization
E Queue segregation
F Queue limit

Which three statements are true about add-ins?
A They are written in the C# .NET programming language with the templates provided by Oracle Service Cloud.
B They can be designed to create visual components and not perform any integrations.
C They always run locally to access local data.
D They always run locally on the machines on which the desktop application runs.
E They are the visual areas of Oracle Service Cloud Agent Desktop.
F They can be added to the Custom Portal area of Oracle Service Cloud.

You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?
A Update custom fields with the changed address and phone numbers.
B Update variables with the changed address and phone numbers.
C Create variables with the current address and phone numbers.
D Create the standard text with the current address and phone numbers.
E Update the standard text with the changed address and phone numbers.
F Create custom fields for the address and phone numbers.

In which two scenarios would you use multiple interfaces?
A When you need multiple channels enabled such as email, chat, and web self-service
B When new business processes need to be supported other than the standard contact center
C When multiple languages need to be supported
D When your portal needs the support of different channels for login
E When your business operates in different lines of business

Which two components can be edited in a standard report?
A Permissions
B Graphs
C Column headings
D Non-selectable filters
E Schedules
F Report headings

How can you set a preference that is local to your machine?
A By selecting File > Settings
B By selecting File > Options
C By selecting Navigation pane > Configuration > Staff Management > Profiles
D By selecting File > Configuration

Which two statements are true when working with add-ins in a Custom Object workspace?
A It is not possible to automate anything by using an add-in framework in a Custom Object workspace.
B IGenericObject is the interface that is available with the add-in API for custom objects.
C IGenericObject is the interface that is available with the Connect Common Object Model (CCOM) API for custom objects.
D Using the record context, you can obtain an instance of a custom object by passing the package name and object name.
E You cannot obtain a custom object instance directly by using the add-in API. You need to use the Connect web service for SOAP again for the, same.B, D

Which four view modes are available in the Report Editor?
A Graphical View
B Design View
C Layout View
D Report View
E Database View
F Data Set View

Which two statements are true about linking products, categories, and dispositions?
A Product-category linking restricts customers from searching on the Customer Portal.
B A leaf product's links are inherited from its parent product.
C Links can be created only between the parent levels of products, categories, and dispositions.
D Product-category linking is independent of product-disposition linking.
E Links can be automatically created to categories and dispositions based on answers and incidents.

Which statement correctly differentiates between a bulk operation and a batch operation?
A A bulk operation performs a single operation, whereas a batch operation performs a single operation on a single object.
B A bulk operation performs the same operation on multiple objects, whereas a batch operation performs multiple operations.
C A bulk operation performs multiple operations on the same object, whereas a batch operation perform the same operation on multiple objects.
D A bulk operation performs the same operation on a single object, whereas a batch operation performs multiple operations on multiple objects.

Which two statements are true about safe mode in relation to add-ins?
A It is a setting that must be enabled at the interface level.
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 allows an agent desktop to log in to the application without any add-ins.
E It is a profile setting that must be enabled for a profile.

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

Your customer wants an incident survey to be reopened automatically if it does not meet the minimum score.
Which three actions should you perform to meet this requirement?
A Assign scores to the survey questions and set the status field based on the responses.
B Schedule the survey on a daily basis.
C Create a transactional survey.
D Write a business rule to reopen the case.
E Create a report for the survey scores.
F Create a polling survey.

Which three functions are not part of the math group of functions?
A lower
B to_number
C rand
D round
E power
F floor
G length
H bitand
I ceiling
J truncate

Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?
A Select the corresponding pull policy.
B Select the Pull Chat check box in the chat profile.
C Select the Chat check box that is associated with an agent's staff account.
D Configure advanced routing.
E Enable the engagement engine.

What are three required sections for Custom Process Models?
A Test script
B Footer
C Header
D Code containing custom business logic
E Test harness
F Code containing integration with external systems

How can you enable add-ins to run locally without uploading it to the server?
A Configuration > Staff Management > Profiles > Required Profile > Interfaces tab, Addin tab > Select Developer Mode.
B Configuration > Staff Management > Profiles > Required Profile > Select Developer Mode.
C Configuration > Site Configuration > Addin Manager > Required Profile > Select Developer Mode.
D Configuration > Site Configuration > Addin Manager > Required Profile > Interfaces > Select Developer Mode.

A client requires you to set up chat and email as unlimited for an SLA. What must you do?
A Enter zero as the initial value for both fields.
B Leave both the chat and email fields limit as blank.
C Use the default values.
D Enter the value "Unlimited" in the chat and email fields

Which option should you use to create or configure queues?
A Configuration > Application Appearance >Customizable Menus > System Menus
B Configuration > Application Appearance > Customizable Menus > Custom Menus
C Configuration > Site Configuration > Message Bases
D Configuration > Site Configuration > Configuration Settings

Which two statements are true about the Organization object in Service Cloud?
A It has a one-to-one relation with contacts.
B It is widely used in Business-to-Business scenarios.
C It has a one-to-many relation with contacts.
D It is required to create an incident.
E It can be associated with incidents directly.

How frequently does Oracle release a new version of a product?
A Once in four months
B Once in six months
C Once in three months
D Every month

Which three statements are true about navigation sets?
A Using navigation sets, you can configure whether to show the Home navigation pane or not.
B Using navigation sets, you can configure whether to show the Recent Items navigation pane or not.
C Using navigation sets, you can configure which quick search reports can be seen.
D The same navigation set can be set for different interfaces.
E Using navigation sets, you can define what quick links can be seen when navigating File > Link.
F Using navigation sets, you can define what new objects can be created by using the File menu.

Which six actions can have a null value?
A Set SLAs
B Set Agent
C Set Assigned
D Set Mailbox
E Set Status
F Set Fields
G Set Product
H Set Category
I Set Queue
J Set Disposition

You find that the chat agent is not receiving chat messages, even though the agent is logged in. Which two actions can help resolve this problem?
A Configuring advanced routing
B Fixing the chat workspace
C Clicking Request Chat on the Live Media bar
D Deselecting the Pull Chat check box in the agent's profile
E Requesting Chat from File > Options > View Options

Which two statements are true about generic objects?
A They belong to a stand-alone class that is not derived from an RN object.
B They are used when working with custom objects only.
C They can be used with standard objects.
D They automatically consider a package to consist of custom objects.
E They require the type of data to be set dynamically.

What must you set to enable the email channel?
A EGW_SAVE_EMAIL_HEADERS
B EGW_AUTO_CONT_CREATE
C EGW_ENABLED
D EGW_UPDATE_BY_CREATE
E EGW_SECURE_UPDATE_ENABLED

Which is a sample object query?
A SELECT Incident.ReferenceNumber, Incident.PrimaryContact-Contact.* FROM Incident;
B SELECT C.Name.First FROM Contact C WHERE C.Name.First like ,C%';
C SELECT 0.Contacts FROM Organization O WHERE O-ID = 1;
D SELECT ID FROM Contact WHERE Contact-Name.First like 'Chris' AND Contact.Address.City='Bozeman';

Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.
A The agents are not able to get to the pages where they can end the script.
B The script beginning and ending buttons are not enabled for the script pages.
C No exit or finished event is being triggered on the script pages.
D No return events are listed in the incident workflow for the script to use.

"A customer has defined Service Intervals at the interface level (Response Requirements) as Monday to Friday (10-17 hours) and at the SLA LI level as Monday to Saturday (10-18 hours) with a response time of 6 hours. An incident arrives on Friday at 7 PM and is applied to the SLA LI instance.
What is the response due time?"
A Saturday 6 PM
B Saturday 4 PM
C Monday 10 AM
D Tuesday 11 AM

Which two statements are true about chat surveys?
A You can create a chat rule to pop up a transactional survey at the end of a chat session.
B You can create a chat rule to email a transactional survey to a customer after a chat session.
C You can send a chat survey only while a customer is on the chat.
D You cannot link customer data back to the chat that is submitted.

"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 to streamline this contact center training program?"
A Business rules
B Guided assistance
C Intent guide
D Custom process model
E Agent scripts

How many rows can be returned by a tabular query?
A Unlimited
B 100000
C 100
D 10000
E 1000

Which setup sequence is used to give permissions to an individual to access an application?
A Navigation set > Profile > Staff Account
B Profile > Navigation set > Staff Account
C Staff Account > Profile > Navigation set
D None. No sequence is required.

What would you use for repetitive text with a single point of maintenance for any changes to the text?
A Custom object field
B Variable
C Custom field
D Merge field

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 the standard objects that are used by queues.
B It is a PHP script that executes only synchronously.
C It can be triggered by an event that occurs even on a custom object.
D It is triggered by an event that occurs on standard objects only.
E It is always triggered from business rules.
F It is also known as the Object Event Handler.
G It can be triggered by an event that occurs on community objects.

"You make some changes to a message template.
Which statement is true about applying this change across multiple interfaces?"
A You need to use the export and import option.
B The change is reflected across all interfaces by default.
C You need to copy and paste the source code across the multiple interfaces.
D You need to re-create the message template across the multiple interfaces.

Which two statements are true about Oracle Service Cloud accelerators?
A Oracle provides support for all accelerators.
B They are complete plug-and-play tools that can be used with Oracle Service Cloud in any client environment free of cost.
C They are code samples to show how integrations can be built by using the public integration capabilities of Oracle Service Cloud.
D The source files for all listed accelerators are available for download.
E They are available at http://www.oracle.com/technetwork.

Which two REST API calls can be used to retrieve account information with ID 3?
A https://yoursite.domain/services/rest/connect /latest/accounts/ID/3
B https://yoursite.domain/services/rest/connect /v1.3/accounts_ID/3
C https://yoursite.domain/services/rest/connect /latest/accounts/3
D https://yoursite.domain/services/rest/connect /latest/accounts_ID/3
E https://yoursite.domain/services/rest/connect /v1.3/accounts/3
F https://yoursite.domain/services/rest/connect /v1.3/accounts/ID/3

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 Interface Access check box selected.
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 the incident workspace assigned.
D The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.
E The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.

When an incident is opened, your customer wants to have different workspaces opened based on the products selected in the "Ask a Question" form on the Customer Portal pages.
Which three elements are necessary to design the workflow?
A Workspace
B Load
C Set Fields
D Entry Point
E Decision
F Return

For which three reasons should you recommend using workflows?
A They can sort incidents raised by a contact.
B They guide agents through complex customer interactions and data updates.
C They help customers find relevant knowledge answers.
D They promote efficiency.
E They reduce human error.

Which four types are used by incidents queues?
A FIFO
B Round Robin (Logged In)
C LIFO
D Quick
E Round Robin (All)
F Standard
G Advanced Routing

Which is an invalid data type?
A Text area
B Integer
C Date/time
D Menu
E Radio
F Text field
G Float

Which six actions initiate the business rules engine to run their configured logic?
A An agent edits contacts, incidents, organizations, or tasks.
B A customer creates an incident in the end user portal.
C A customer updates contact details via the end-user pages.
D The rules engine is updated.
E A customer adds more information to their incident via the end-user pages.
F An agent creates or edits an answer.
G An administrator compiles the rules engine.
H An agent views the rule log.
I An agent edits an opportunity.
J An agent runs an incident report.

Which four view modes are available in the Report Editor?
A Database View
B Data Set View
C Design View
D Graphical View
E Report View
F Layout View

In a contact center setup, there are certain custom objects, such as Asset Repair records, that the contact center agents should be able to update only when the supervisor creates a record for them. The contact center agents should not be allowed to perform creation and deletion operations.
How can this be done?
A by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object
B by creating the Contact Center Agents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions
C by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object
D by configuring settings at the time of creation of the custom object

Which three events are available with the JavaScript API?
A aftersave()
B onsaveclose ()
C onclose ()
D onrefresh()
E onbeforesave ()
F ondataupdated()

Which three statements are true about headers of custom process models?
A They list only the events that are supported by the code implementation.
B They contain all possible events with the objects.
C The version number of the Connect Common Object Model.
D The header section needs to be uncommented during testing.
E They contain the version number of the PHP script.
F They contain standard objects only.
G The header section is always commented.

In your company, Oracle Service Cloud has workspaces where there are multiple reports and browser controls embedded for various requirements. You receive a complaint that the initial loading of the workspaces is very slow.
What is the quickest solution to speed up incident workspace loading?
A Removing fields in the workspaces
B Placing objects on different tabs and splitting the loading across multiple tabs
C Utilizing workflows and splitting functionality into more than one workspace
D Creating multiple workspaces per business function and assigning to different profiles

Which three requirements can be implemented by using workspace rules?
A Triggering escalation mails to the manager after the escalation time is over
B Dynamically setting the URL for browser control
C Calling a CPM script
D Calling an add-in
E Prompting a customer care executive to dynamically open a guide

Which two statements are true about mailboxes?
A Techmail is responsible for pulling emails from single or multiple mailboxes.
B Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.
C The Dbtstatus utility is responsible for having incidents created after an email is sent to the Service Cloud mailbox.
D "The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud
mailbox."
E Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.

You want your system to offer a chat invitation to any customer who spends at least two minutes on a specific web page. What should you use?
A configuration settings
B business rules
C proactive chat widget
D syndicate chat widget

You are creating custom fields and enter a column name. However, you receive an error when you try to save it.
Identify three reasons for this.
A The column name contains a dollar symbol.
B The column name contains a space.
C The column name contains an underscore.
D The column name starts with a number.
E The column name starts with a lowercase alphabet.
F The column name contains a punctuation.

65 "Examine these functions:
f1- apply() f2 - setup(), f3 - validate(), f4 - cleanup(), f5- fetchObject()
What is the correct sequence of execution of these functions during custom processes testing?"
A f2, f5, f3, f1, f4
B f1, f2, f5, f3, f4
C f5, f2, f3, f4, f1
D f2, f5, f1, f3, f4
E f1, f2, f4, f3, f5

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

Your customer has designed a guide to explain in detail to end users how to apply for a career guidance program. The customer wants this guide to be placed on the Customer Portal pages and a survey to be opened when an option in this guide is selected.
Which survey type would you use?"
A Transactional survey in rules
B Broadcast survey
C Polling survey
D Website link survey

Which statement is true about the JavaScript API?
A It cannot be used in Custom Object workspaces.
B It is available when you use the Connect Common Object Model CCOM for API operations.
C It Is available as JavaScript objects and can be exposed through browser controls in a workspace.
D It comes with in-built exception handling.

Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?
A If a contact record does not exist, creating a contact record as captured by an agent from customers
B If a contact record exists, loading details from the contact found in the incident workspace
C 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
D Capturing all incident-associated CO data from customers
E Allowing an agent to switch between workspaces by clicking the "Select Workspace" button

What are the three different types of pull policy for queues?
A Round Robin
B First Due
C Manual
D Strict Priority
E Standard
F Advanced

"You make some changes to your message template and deploy it globally, but the deployed status continues to show as pending.
What would you do to resolve this?"
A Accept the changes.
B Save the deployment.
C Enable the global template.
D Validate the template.

Which four statements are true about reports?
A Published reports can be modified.
B All the permissions from an imported report remain unchanged after an export.
C Reports are not common across the interface.
D Reports must be exported manually in all interfaces.
E Reports are shared between interfaces.
F The owner of a report remains the same even if the report is imported by some other user.
G After a report is published, the report data remains unchanged even as the knowledge base is updated.