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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

Question 1

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.

Question 2

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

Question 3

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.

Question 4

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.

Question 5

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

Solutions: