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NEW QUESTION 22
A customer is using a service level agreement (SLA) to calculate resolution due dates automatically when an SLA instance is added to an incident. What setup is required for resolution due calculations?

A. Define default response requirements.B. Create a custom incident milestones report and add it to a custom incident workspaceC. Add all the holidays observed by your organization.D. Use business rules to automatically calculate dates

Answer: B

Explanation:
https://docs.oracle.com/cloud/august2017/servicecs_gs/FAMUG/_service.htm#FAMUGai1215329

 

NEW QUESTION 23
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 always run locally on the machines on which the desktop application runs.C. They can be designed to create visual components and not perform any integrations.D. They can be added to the Custom Portal area of Oracle Service Cloud.E. They are the visual areas of Oracle Service Cloud Agent Desktop.F. They always run locally to access local data.

Answer: A,B,E

 

NEW QUESTION 24
Your customer has created a new script and deployed it to agents in their call center within their incident workflow. They have noticed that their agents cannot end the script as expected. What are two reasons for this?

A. There are no return events listed in the incident workflow for the script use.B. The agents cannot get to the pages where they can end the script.C. There are no script beginning and ending buttons enabled for the script pages.D. There are no exit or finished events being triggered on the script pages.

Answer: A,C

 

NEW QUESTION 25
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