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Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Integration & Customization | 20% | - Connect integration - Web services and APIs - Agent Desktop customization |
| Configuration | 30% | - Workspace configuration - Custom fields and objects - Navigation sets and menus - Profiles and permissions |
| Business Rules & Automation | 25% | - SLA and service intervals - Business rules and events - Process Designer - Workspace rules |
| Service Management | 15% | - Knowledge base setup - Incident management - Contact and organization management |
| Analytics & Administration | 10% | - Maintenance and upgrades - Reports and dashboards - Security and access control |
Oracle Service Center 2021 Implementation Essentials Sample Questions:
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
Correct Answer: A,B,C 🗳️
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.
Correct Answer: B,C 🗳️
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.
Correct Answer: A,B 🗳️
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
Correct Answer: B,D 🗳️
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
Correct Answer: E 🗳️
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