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Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Business Process Automation | - Workflows and Business Rules
|
| Topic 2: Guided Assistance and Automation Tools | - Guided Assistance Configuration
|
| Topic 3: SLAs and Service Management | - Service Level Agreements
|
| Topic 4: Reporting and Analytics | - Reports and Dashboards
|
| Topic 5: Service Center Configuration | - User Interface and Workspace Setup
|
Oracle Service Center 2021 Implementation Essentials Sample Questions:
Your customer would like to send a communication about a product that is applicable only to its user base in the USA.
Which three actions should you perform?
- A. Create a broadcast survey.
- B. Create a transactional survey.
- C. Create a segment of contacts whose contact home country is USA.
- D. Add the report in step (c) to the Audience tab in the Included section.
- E. Create a report of contacts whose contact home
- F. Add the segment in step (d) to the Audience tab in the Included section.
Correct Answer: A,B,C 🗳️
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?
- A. f2, f5, f1, f3, f4
- B. f2, f5, f3, f1, f4
- C. f1, f2, f4, f3, f5
- D. f5, f2, f3, f4, f1
- E. f1, f2, f5, f3, f4
Correct Answer: B 🗳️
The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which statement is true?
- A. You can change the default value to 60 minutes by using File > Options > Session Expiration.
- B. Because the system default is 15 minutes, it cannot be changed.
- C. You can change the default value to 60 minutes by amending the Site Configuration > Configuration Settings value.
- D. You can change the default value to 60 minutes by using Site Configuration > Session Timeout.
Correct Answer: C 🗳️
Which two statements are true about mailboxes?
- A. Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.
- B. Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.
- C. The Dbtstatus utility is responsible for having incidents created after an emailis sent to the Service Cloud mailbox.
- D. Techmail isresponsible for pulling emails from single or multiple mailboxes.
- E. The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.
Correct Answer: D,E 🗳️
Which three statements are true about Service Level Agreements?
- A. They enable you to restrict the number of incidents raised by end users through various channels.
- B. They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.
- C. They enable you to set a timeline for an agent to respond to an incident.
- D. They enable you to specify the duration for which an incident can be kept in waiting status.
- E. They enable you torestrict what agents can view as part of navigation on the console.
- F. They enable you to set the reports that are visible to an agent.
Correct Answer: B,C,D 🗳️
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