Which two statements are true about Oracle Service Cloud accelerators?

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

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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?

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

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Which five actions should you performto configure advanced routing?

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

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Which two statements are true when working with add-ins in a Custom Object workspace?

• A.IGenericObject is the interface that is available with the Connect Common Object Model (CCOM) API for custom objects.
• B.Using the record context, you can obtain an instance of a custom object by passing the package name and object name.
• C.IGenericObject is the interface that is available with the add-in API for custom objects.
• D.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.
• E.It is not possible to automate anything by using an add-in framework in a Custom Object workspace.

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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 an Incident Business rule to fire a named event and populate the standard text into the message thread.
• 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.Create a named event to file each end point of the guide.
• D.Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.
• E.Use Agent Workflow to populate the disposition and the standard text based on the named event in the guide.

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