[Dec 20, 2021] Pass Oracle Service Cloud Cross-Channel Contact Center 1Z0-1038-20 Exam With 73 Questions
Ultimate Guide to Prepare Free Oracle 1Z0-1038-20 Exam Questions & Answer
Oracle 1Z0-1038-20 Exam Syllabus Topics:
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NEW QUESTION 32
A customer is trying to use Element Manager to import and add-ins and receives this error:
"This package cannot be processed."
What is the reason for this error?
- A. The Browser User Interface (BUI) workspace is not using the standard workspace.
- B. Element Manager does not support the import and export of workspaces with custom workspace ribbon add-ins.
- C. The hash value during import doesn't match the hash declared at the end of the rile.
- D. Check if the exported file was generated by a product version that is older than the existing product version.
Answer: A
NEW QUESTION 33
A customer is trying to import guides and a definition file from another interface and receives an error: "The response node cannot be added as it would exceed the maximum amount of 2048 response nodes the guide can have.
What action must be taken to fix this?
- A. Navigate to one of the superior nodes and remove most of the nodes, keeping the same unique identifier.
- B. Make sure the guide definition file does not include any hash value while importing it.
- C. Make sure guided assistance is enabled in another interface.
- D. Increase the maximum number of response nodes in the configuration.
Answer: A
NEW QUESTION 34
Which six actions can have a null value?
- A. Set Assigned
- B. Set Fields
- C. Set Status
- D. Set Queue
- E. Set Disposition
- F. Set SLAs
- G. Set Product
- H. Set Category
- I. Set Mailbox
- J. Set Agent
Answer: B,D,E,F,I
NEW QUESTION 35
Your customer has asked you to create a report that shows all the incident should show the following columns:
1. The number of incidents opened in the past month
2. The number of incidents opened in the past week
3. The number of incidents opened in the past day
Which two functions are needed in the expressions to create the three columns?
- A. NVL
- B. IF
- C. SUM
- D. DECODE
- E. AVG
Answer: A,C,D
NEW QUESTION 36
You are creating custom fields and enter a column name. However, you receive an error when you try to save it.
Identify three reasons for this.
- A. The column name contains a punctuation.
- B. The column name contains an underscore.
- C. The column name contains a space.
- D. The column name contains a dollar symbol.
- E. The column name starts with a lowercase alphabet.
- F. The column name starts with a number.
Answer: C,D,F
NEW QUESTION 37
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 Incident Read option selected on the Permissions > Services tab.
- B. The profile to which the agent is assigned does not have a navigation set assigned.
- C. The profile to which the agent is assigned does not have the Interface Access check box selected.
- D. The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
- E. The profile to which the agent is assigned does not have the incident workspace assigned.
Answer: C
NEW QUESTION 38
How can you enable add-ins to run locally without uploading it to the server?
- A. Configuration > Staff Management > Profiles > Required Profile > Interfaces tab, Addin tab > Select Developer Mode.
- B. Configuration > Staff Management > Profiles > Required Profile > Select Developer Mode.
- C. Configuration > Site Configuration > Addin Manager > Required Profile > Select Developer Mode.
- D. Configuration > Site Configuration > Addin Manager > Required Profile > Interfaces > Select Developer Mode.
Answer: D
NEW QUESTION 39
Which two statements are true about generic objects?
- A. They are used when working with custom objects only.
- B. They can be used with standard objects.
- C. They require the type of data to be set dynamically.
- D. They belong to a stand-alone class that is not derived from an RN object.
- E. They automatically consider a package to consist of custom objects.
Answer: B,E
NEW QUESTION 40
Which five practices deliver maximum reporting performance?
- A. Using fixed filters whenever possible
- B. Using index custom fields as filters
- C. Using the complex expression operator instead of the like operator
- D. Filtering on standard fields that are indexed
- E. Filtering on expressions and not on simple columns
- F. Using the like operator instead of the complex expression operator
- G. Providing default values for runtime filters
- H. Providing values for runtime filters
- I. Filtering on simple columns and not on expressions
- J. Using outer joins rather than inner joins when possible
- K. Configuring many-to-many joins
Answer: A,D,H,I,J
NEW QUESTION 41
In which two scenarios would you use multiple interfaces?
- A. When your portal needs the support of different channels for login
- B. When multiple languages need to be supported
- C. When new business processes need to be supported other than the standard contact center
- D. When you need multiple channels enabled such as email, chat, and web self-service
- E. When your business operates in different lines of business
Answer: B,E
NEW QUESTION 42
When a new customer submits an incident via email, they get a message with a user ID and password, similar to the content below:
An account has been created for you with the following User ID and Password:
User ID: [email protected]
Password: o2UdlJ8d
An agent wants to disable the message being sent when a customer submits an incident via email.
Which option must be enabled to achieve this?
- A. EGW_PASSWD_CREATE
- B. EGM_ENABLED
- C. EGW_SEND_EMAIL_HEADERS
- D. EGW_UPDATE_BY_CREATE
- E. EGW_PASSWORD_UPDATE_ENABLED
Answer: E
NEW QUESTION 43
Which three statements are true about navigation sets?
- A. Using navigation sets, you can configure whether to show the Recent Items navigation pane or not.
- B. The same navigation set can be set for different interfaces.
- C. Using navigation sets, you can configure whether to show the Home navigation pane or not.
- D. Using navigation sets, you can define what quick links can be seen when navigating File > Link.
- E. Using navigation sets, you can define what new objects can be created by using the File menu.
- F. Using navigation sets, you can configure which quick search reports can be seen.
Answer: B,C,F
NEW QUESTION 44
Which two types of joins are available in analytics?
- A. Outer LTD) External
- B. Intersection
- C. Internal
- D. Peripheral
- E. Inner
Answer: A,E
NEW QUESTION 45
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
- B. Content Pane
- C. Report Command
- D. Workspace Ribbon
- E. Global Ribbon
Answer: A
NEW QUESTION 46
You want to ensure that some specific content in messages can be hidden for seme messages. What would you use to meet this requirement?
- A. Merge fields
- B. Custom fields
- C. Conditional fields
- D. Incident thread fields
Answer: C
NEW QUESTION 47
A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for follow up:#120728-000001 A member of our support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it." Which two actions will allow you to identify the correct message base item if you did not know which message base you need to edit? (Choose two.)
- A. Look for the message in the receipt email body.
- B. Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
- C. Run a message base report and search for the text string you want to change.
- D. Submit an incident to customer care.
Answer: A,B
NEW QUESTION 48
Which three statements are true about add-ins?
- A. They are the visual areas of Oracle Service Cloud Agent Desktop.
- B. They always run locally to access local data.
- C. They are written in the C# .NET programming language with the templates provided by Oracle Service Cloud.
- D. They can be designed to create visual components and not perform any integrations.
- E. They always run locally on the machines on which the desktop application runs.
- F. They can be added to the Custom Portal area of Oracle Service Cloud.
Answer: A,C,E
NEW QUESTION 49
Your customer has designed a guide to explain in detail to end users how to apply for a career guidance program. The customer wants this guide to be placed on the Customer Portal pages and a survey to be opened when an option in this guide is selected.
Which survey type would you use?
- A. Broadcast survey
- B. Website link survey
- C. Polling survey
- D. Transactional survey in rules
Answer: B
NEW QUESTION 50
Which three statements are true about the Custom Process Model (CPM) in Oracle Service Cloud?
- A. It is triggered by an event that occurs on standard objects only.
- B. It is a PHP script that executes only synchronously.
- C. It is always triggered from business rules.
- D. It can be triggered by an event that occurs on community objects.
- E. It can be triggered by an event that occurs even on a custom object.
- F. It is also known as the Object Event Handler.
- G. It is triggered by an event that occurs on the standard objects that are used by queues.
Answer: D,E,F
NEW QUESTION 51
Which three elements are available for workflow design on the Insert ribbon?
- A. Set Fields
- B. Restart
- C. Decision
- D. Return
- E. Terminate
Answer: B,C,E
NEW QUESTION 52
Which statement correctly differentiates between a bulk operation and a batch operation?
- A. A bulk operation performs multiple operations on the same object, whereas a batch operation perform the same operation on multiple objects.
- B. A bulk operation performs the same operation on multiple objects, whereas a batch operation performs multiple operations.
- C. A bulk operation performs the same operation on a single object, whereas a batch operation performs multiple operations on multiple objects.
- D. A bulk operation performs a single operation, whereas a batch operation performs a single operation on a single object.
Answer: B
NEW QUESTION 53
Which setup sequence is used to give permissions to an individual to access an application?
- A. Staff Account > Profile > Navigation set
- B. Profile > Navigation set > Staff Account
- C. Navigation set > Profile > Staff Account
- D. None. No sequence is required.
Answer: B
NEW QUESTION 54
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