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Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Reporting and Analytics | - Reports and Dashboards
|
| Topic 2: SLAs and Service Management | - Service Level Agreements
|
| Topic 3: Service Center Configuration | - User Interface and Workspace Setup
|
| Topic 4: Guided Assistance and Automation Tools | - Guided Assistance Configuration
|
| Topic 5: Business Process Automation | - Workflows and Business Rules
|
Oracle Service Center 2021 Implementation Essentials Sample Questions:
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 workspace assigned.
- B. The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.
- C. The profile to which the agent is assigned does not have the Interface Access checkbox selected.
- D. The profile to which the agent is assigned does not have a navigation set assigned.
- E. The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
Correct Answer: C 🗳️
An agent tries to open an incident from his or her recent items.
Which three components determine what appears to the agent on opening an incident record?
- A. Workspace rules
- B. SLAs
- C. Profile workspace assignment
- D. Configuration settings
- E. Profile navigation assignment
- F. Profile functionalpermissions
Correct Answer: C,E,F 🗳️
Which three statements are true about the Custom Process Model (CPM) in Oracle Service Cloud?
- A. It is always triggered from business rules.
- B. It is triggered by an event that occurs on the standard objects that are used by queues.
- C. It is a PHP script that executes only synchronously.
- D. It can be triggered by an event that occurs on community objects.
- E. It is also known as the Object Event Handler.
- F. It is triggered by an event that occurs on standard objects only.
- G. It can be triggered by an event that occurs even on a custom object.
Correct Answer: D,E,G 🗳️
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. Report Command
- C. Workspace Ribbon
- D. Global Ribbon
- E. Content Pane
Correct Answer: A 🗳️
Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.
- A. No exit or finished event is being triggered on the script pages.
- B. No return events are listed in the incident workflow forthe script to use.
- C. The agents are not able to get to the pages where they can end the script.
- D. The script beginning and ending buttons are not enabled for the script pages.
Correct Answer: A,B 🗳️
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