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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Management | 15% | - Knowledge base setup - Incident management - Contact and organization management |
| Topic 2: Business Rules & Automation | 25% | - Business rules and events - Process Designer - SLA and service intervals - Workspace rules |
| Topic 3: Configuration | 30% | - Navigation sets and menus - Profiles and permissions - Custom fields and objects - Workspace configuration |
| Topic 4: Integration & Customization | 20% | - Connect integration - Web services and APIs - Agent Desktop customization |
| Topic 5: Analytics & Administration | 10% | - Maintenance and upgrades - Reports and dashboards - Security and access control |
Question 1
Which three statements are true about the Custom Process Model (CPM) in Oracle Service Cloud?
A. It is always triggered from business rules.
B. It is triggered by an event that occurs on standard objects only.
C. It is also known as the Object Event Handler.
D. It is a PHP script that executes only synchronously.
E. It can be triggered by an event that occurs even on a custom object.
F. It can be triggered by an event that occurs on community objects.
G. It is triggered by an event that occurs on the standard objects that are used by queues.
Question 2
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. Custom fields
B. Conditional fields
C. Merge fields
D. Incident thread fields
Question 3
Which three functions are not part of the math group of functions?
A. rand
B. round
C. length
D. to_number
E. truncate
F. power
G. floor
H. lower
I. ceiling
J. bitand
Question 4
A customer is using standard reports within the analytics module. Which two can be edited in a standard report?
A. permissions
B. schedules
C. report headings
D. non-selectable filters
E. column headings
F. graphs
Question 5
A company wantsto include the company logo and contact details in its outbound email communications.
Where should this be configured?
A. Contact HTML Editor
B. Admin HTML Editor
C. Global template
D. Quote template
Solutions:
| Question 1 Answer: C,E,F | Question 2 Answer: B | Question 3 Answer: C,D,H | Question 4 Answer: B,C | Question 5 Answer: B |
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