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Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Center Configuration | - User Interface and Workspace Setup
|
| Guided Assistance and Automation Tools | - Guided Assistance Configuration
|
| SLAs and Service Management | - Service Level Agreements
|
| Business Process Automation | - Workflows and Business Rules
|
| Reporting and Analytics | - Reports and Dashboards
|
Oracle Service Center 2021 Implementation Essentials Sample Questions:
Which three statements are true about the Custom Process Model (CPM) in Oracle Service Cloud?
- A. It can be triggered by an event that occurs on community objects.
- B. It is always triggered from business rules.
- C. It is also known as the Object Event Handler.
- D. It is triggered by an event that occurs on the standard objects that are used by queues.
- E. It is a PHP script that executes only synchronously.
- F. It is triggered by an event that occurs on standard objects only.
- G. It can be triggered by an event that occurs even on a custom object.
Correct Answer: A,C,G 🗳️
You have a requirement for an incident workspace where clicking a kind of text hyperlink should open a browser window by using the third-party URL of the loaded client. You want to implement this by using add-ins.
Which add-in should you create?
- A. Workspace Ribbon
- B. Content Pane
- C. Report Command
- D. Global Ribbon
- E. Workspace
Correct Answer: E 🗳️
Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.
- A. The script beginning and ending buttons are not enabled for the script pages.
- B. No return events are listed in the incident workflow forthe script to use.
- C. The agents are not able to get to the pages where they can end the script.
- D. No exit or finished event is being triggered on the script pages.
Correct Answer: B,D 🗳️
An agent is assigned a profile PI that is configured with three incident queues: q1, q2, and q3, and the pull policy is set to Manual. Which statement is true?
- A. Agents will get incidents only from the ql queue.
- B. Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.
- C. Agents cannot use the Fill Inbox functionality because the pull policy is manual.
- D. Agents can use the Fill Inbox functionality to select any of the three queues.
Correct Answer: D 🗳️
You want yoursystem to offer a chat invitation to any customer who spends at least two minutes on a specific web page.
What should you use?
- A. proactive chat widget
- B. configuration settings
- C. syndicate chat widget
- D. business rules
Correct Answer: C 🗳️
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