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Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Center Configuration and Setup | - User Authentication and Access
|
| Topic 2: Reporting and Analytics | - Standard Reporting Tools
|
| Topic 3: User Interface Customization | - Message Templates and Branding
|
| Topic 4: Service Processes and Case Management | - Agent Productivity Tools
|
| Topic 5: API and Integration | - JavaScript API Events
|
Oracle Service Center 2021 Implementation Essentials Sample Questions:
Question 1
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 checkbox selected.
B. The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
C. The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.
D. The profile to which the agent is assigned does not have the incident workspace assigned.
E. The profile to which the agent is assigned does not have a navigation set assigned.
Question 2
Which two statements are true about safe mode in relation to add-ins?
A. It allows an agent desktop to log in to the application with local add-in files.
B. It is a profile setting that must be enabled for a profile.
C. It allows an agent desktop to log in to the application without any add-ins.
D. It is enabled automatically if the previous shutdown of the agent desktop application did not happen normally.
E. It is a setting that must be enabled at the interface level.
Question 3
Which three features can be configured in advanced routing?
A. Queue limit
B. Queue segregation
C. Skill relaxation
D. Skill time
E. Queue overflow
F. Queue prioritization
Question 4
Which three statements are true about the Custom Process Model (CPM) in Oracle Service Cloud?
A. It is a PHP script that executes only synchronously.
B. It can be triggered by an event that occurs even on a custom object.
C. It is triggered by an event that occurs on standard objects only.
D. It can be triggered by an event that occurs on community objects.
E. It is always triggered from business rules.
F. It is triggered by an event that occurs on the standard objects that are used by queues.
G. It is also known as the Object Event Handler.
Question 5
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. Write a business rule to reopen the case.
B. Schedule the survey on a daily basis.
C. Create a transactional survey.
D. Create a report for the survey scores.
E. Assign scores to the survey questions and set the status field based on the responses.
F. Create a polling survey.
Solutions:
| Question 1 Answer: A | Question 2 Answer: A,D | Question 3 Answer: C,E,F | Question 4 Answer: B,D,G | Question 5 Answer: A,C,E |
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