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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

Question 1

What are the three different types of pull policy for queues?

A. First Due
B. Manual
C. Strict Priority
D. Standard
E. Round Robin
F. Advanced

Question 2

Your customer wants to set a disposition and add a specific standard text item automatically based on a given endpoint within the guided assistant path info response thread. Which two steps are required to complete this request?

A. Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required in the incident workplace.
B. Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.
C. Create a named event to file each end point of the guide.
D. Use an Incident Business rule to fire a named event and populate the standard text into the message thread.
E. Use Agent Workflow to populate the disposition and the standard text based on the named event in the guide.

Question 3

A malfunctioning add-in can prevent the Service Console from functioning properly. It can also block administrators from logging in to the system to remove the malfunctioning add-in. Whichtwo actions will remove the malfunctioning add-in?

A. View the add-in's log files and rectify the issue.
B. Use Safe mode when logging in to the application.
C. Log out of the interface and log in again.
D. Exit the administration interface without completing the normal logout process.

Question 4

A customer is using standard reports within the analytics module. Which two can be edited in a standard report?

A. non-selectable filters
B. schedules
C. column headings
D. report headings
E. graphs
F. permissions

Question 5

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_UPDATE_BY_CREATE
B. EGM_ENABLED
C. EGW_PASSWD_CREATE
D. EGW_SEND_EMAIL_HEADERS
E. EGW_PASSWORD_UPDATE_ENABLED

Solutions: