QUESTION 28
You are working oncomplete 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?

QUESTION 29
Which two are non-CRUD operations?

QUESTION 30
A customer is trying to use Element Manager to import and add-ins and receives this error:
“This package cannot beprocessed.”
What is the reason for this error?

QUESTION 31
Which two statements are true about safe mode in relation to add-ins?

QUESTION 32
You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?

QUESTION 33
Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?

QUESTION 34
In your company, Oracle Service Cloud has workspaces where there aremultiple 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?

QUESTION 35
Which two statementsare true about the Organization object in Service Cloud?

QUESTION 36
Which four types are used by incidents queues?

QUESTION 37
Which setup sequence is usedto give permissions to an individual to access an application?

QUESTION 38
Examine these functions:
f1- apply() f2 – setup(), f3 – validate(), f4 – cleanup(), f5- fetchObject() What is the correct sequence of execution of these functions during customprocesses testing?

QUESTION 39
What are three required sections for Custom Process Models?

QUESTION 40
A customer is using a service level agreement (SLA) to calculate resolution due dates automatically when an SLAinstance is added to an incident. What setup is required for resolution due calculations?

QUESTION 41
For which three reasons should you recommend using workflows?

QUESTION 42
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?

QUESTION 43
Which four statements are true about reports?

QUESTION 44
Which three statements are true about headers of custom process models?

QUESTION 45
A customer has made some modifications to navigation sets, but agents are not able to see the changes in the console. Which action must you take to ensure the changes reflect in the agent login?