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Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Processes and Case Management | - Agent Productivity Tools
|
| Topic 2: Service Center Configuration and Setup | - Business Rules and Automation
|
| Topic 3: Reporting and Analytics | - Standard Reporting Tools
|
| Topic 4: User Interface Customization | - Message Templates and Branding
|
| Topic 5: API and Integration | - JavaScript API Events
|
Oracle Service Center 2021 Implementation Essentials Sample Questions:
Your customer has "Gold" level SLAs being applied to certain organizations according to organization rules.
After six months, the business decides to change the response time: instead of responding in 24 hours your agents needto respond within eight business hours.
You modify the "Gold" SLA to reflect this change but you notice that the SLA reports are still using a 24-hour response time.
Based on this scenario, which statement is correct?
- A. You have not activated the rules so the updated SLAs are not being applied.
- B. Updating the SLA will not automatically update the organization's SLA instance.
- C. Your site has been corrupted with the "Gold" SLA.
- D. The SLA reports will need to be modified to use the new SLA.
Correct Answer: A 🗳️
Which setup sequence is usedto give permissions to an individual to access an application?
- A. Profile > Navigation set > Staff Account
- B. None. No sequence is required.
- C. Navigation set > Profile > Staff Account
- D. Staff Account > Profile > Navigation set
Correct Answer: A 🗳️
Which is an invalid data type?
- A. Integer
- B. Text field
- C. Float
- D. Radio
- E. Date/time
- F. Text area
- G. Menu
Correct Answer: D 🗳️
Which two REST API calls can be used to retrieve account information with ID 3?
- A. https://yoursite.domain/services/rest/connect /v1.3/accounts_ID/3
- B. https://yoursite.domain/services/rest/connect /v1.3/accounts/ID/3
- C. https://yoursite.domain/services/rest/connect /latest/accounts/3
- D. https://yoursite.domain/services/rest/connect /v1.3/accounts/3
- E. https://yoursite.domain/services/rest/connect /latest/accounts_ID/3
- F. https://yoursite.domain/services/rest/connect /latest/accounts/ID/3
Correct Answer: D,F 🗳️
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. Incident thread fields
- C. Conditional fields
- D. Custom fields
Correct Answer: C 🗳️
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