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Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: SLAs and Service Management | - Service Level Agreements
|
| Topic 2: Guided Assistance and Automation Tools | - Guided Assistance Configuration
|
| Topic 3: Reporting and Analytics | - Reports and Dashboards
|
| Topic 4: Service Center Configuration | - User Interface and Workspace Setup
|
| Topic 5: Business Process Automation | - Workflows and Business Rules
|
Oracle Service Center 2021 Implementation Essentials Sample Questions:
Which two are non-CRUD operations?
- A. UpdateResponseMsg = Binding.Update(RNObject[] Objects,UpdateProcessingOptions ProcessingOptions);
- B. ReturnRawResult, bool DisableMTOM, outbyte[] FileData);RNObject[] rnObjects = _client.Get(clientlnfoHeader, objects, options);
- C. CSVTableSet = Binding.QueryCSV(string Query, int PageSize, string Delimiter, bool
- D. CSVTableSet results = RunAnalyticsReport(AnalyticsReport ReportObject, int Limit, int Start, string Delimiter, bool ReturnRawResult, bool DisableMTOM, out byte[] FileData);
- E. RNObject[] = Binding.Create(RNObject[] Objects, CreateProcessingOptions Options);
- F. ResetContactPasswordResponseMsg = Binding.ResetContactPassword(ID ContactID);
Correct Answer: C,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 with the Manual pull policy will get only incidents that are assigned by their supervisor.
- B. Agents can use the Fill Inbox functionality to select any of the three queues.
- C. Agents will get incidents only from the ql queue.
- D. Agents cannot use the Fill Inbox functionality because the pull policy is manual.
Correct Answer: B 🗳️
You find that the chat agent is not receiving chat messages, even though the agent is logged in. Which two actions can help resolve this problem?
- A. Requesting Chat from File > Options > View Options
- B. Fixing the chat workspace
- C. Configuring advanced routing
- D. Clicking Request Chat on the Live Media bar
- E. Deselecting the Pull Chat check box in the agent's profile
Correct Answer: B,D 🗳️
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 transactional survey.
- B. Create a segment of contacts whose contact home country is USA.
- C. Add the segment in step (d) to the Audience tab in the Included section.
- D. Add the report in step (c) to the Audience tab in the Included section.
- E. Create a broadcast survey.
- F. Create a report of contacts whose contact home
Correct Answer: A,B,E 🗳️
Your customer has asked you to create a report that will need to be sent to the executive management. None of the recipients of this report has access to the system, and the same monthly report needs to be delivered toall recipients. The management team changes frequently, and your customer does not want to alter the report schedule after configuration.
Which two steps must be taken after creating the report?
- A. Set up staff accounts for the executive team.
- B. Send a notification to the executive team that the report is available.
- C. Upgrade the permissions for the report toinclude the executive team.
- D. Create andadd the distribution list to the schedule.
- E. Create a schedule record for the report.
- F. Create a dashboard for the report.
Correct Answer: D,E 🗳️
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