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Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: User Interface Customization | - Message Templates and Branding
|
| Topic 2: API and Integration | - JavaScript API Events
|
| Topic 3: Reporting and Analytics | - Standard Reporting Tools
|
| Topic 4: Service Center Configuration and Setup | - User Authentication and Access
|
| Topic 5: Service Processes and Case Management | - Incident and Queue Management
|
Oracle Service Center 2021 Implementation Essentials Sample Questions:
How can you set a preference that is local to your machine?
- A. By selecting File > Configuration
- B. By selecting Navigation pane > Configuration > Staff Management > Profiles
- C. By selecting File > Settings
- D. By selecting File > Options
Correct Answer: D 🗳️
Your customer wants to measure agent performance based on feedback from their end users. If the end users provide negative feedback, their incidents need to be reopened automatically. Which three tasks will fulfill these requirements?
- A. Create a report of survey responses.
- B. Create a new queue for unhappy customers.
- C. Assign a score to the survey questions and set the status field based on the value
- D. Create a transactional survey.
- E. Set an incident business rule to send the survey
- F. Schedule a survey to run on a daily basis.
Correct Answer: A,B,E 🗳️
How frequently does Oracle release a new version of a product?
- A. Every month
- B. Once in three months
- C. Once in four months
- D. Once in six months
Correct Answer: B 🗳️
Which is a sample object query?
- A. SELECT Incident.ReferenceNumber, Incident.PrimaryContact-Contact.* FROM Incident;
- B. SELECT C.Name.First FROM Contact C WHERE C.Name.First like ,C%';
- C. SELECT ID FROM Contact WHERE Contact-Name.First like 'Chris' ANDContact.Address.City='Bozeman';
- D. SELECT 0.Contacts FROM Organization O WHERE O-ID = 1;
Correct Answer: C 🗳️
Which four statements are true about incident rules?
- A. Incident rules should have a minimum of two rule states.
- B. All incident rules should have an action to transit from the initial state to another state.
- C. Incident rules should have one rule state.
- D. A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
- E. A catch-all rulehas no impact on incident rules.
- F. A catch-all escalation action has no impact on incident rules.
- G. Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
Correct Answer: B,C,D,G 🗳️
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