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Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Guided Assistance and Automation Tools | - Guided Assistance Configuration
|
| SLAs and Service Management | - Service Level Agreements
|
| Reporting and Analytics | - Reports and Dashboards
|
| Service Center Configuration | - User Interface and Workspace Setup
|
| Business Process Automation | - Workflows and Business Rules
|
Oracle Service Center 2021 Implementation Essentials Sample Questions:
Question 1
How many rows can be returned by a tabular query?
A. 100000
B. 1000
C. 10000
D. Unlimited
E. 100
Question 2
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.
Question 3
A company wantsto include the company logo and contact details in its outbound email communications.
Where should this be configured?
A. Quote template
B. Contact HTML Editor
C. Global template
D. Admin HTML Editor
Question 4
Which three actions can a guide branch out to?
A. Firing a named event
B. Creating anincident
C. Calling an add-in
D. Inserting another guide
E. Calling a URL
Question 5
Which statement is true about the JavaScript API?
A. It comes with in-built exception handling.
B. It Is available as JavaScript objectsand can be exposed through browser controls in a workspace.
C. It cannot be used in Custom Object workspaces.
D. It is available when you use the Connect Common Object Model CCOM for API operations.
Solutions:
| Question 1 Answer: B | Question 2 Answer: B,C,D | Question 3 Answer: D | Question 4 Answer: A,D,E | Question 5 Answer: B |
