Oracle 1Z0-1038-21 : Oracle Service Center 2021 Implementation Essentials

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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

Question 1

Which four types are used by incidents queues?

A. FIFO
B. Standard
C. Quick
D. Round Robin (All)
E. Advanced Routing
F. Round Robin (Logged In)
G. LIFO

Question 2

For which three reasons should you recommend using workflows?

A. They guide agents through complex customer interactions and data updates.
B. They can sort incidents raised by a contact.
C. They promote efficiency.
D. They reduce human error.
E. They help customers find relevantknowledge answers.

Question 3

Your customer has designed a guideto explain in detail to end users how to apply for a career guidance program. The customer wants this guide to be placed on the Customer Portal pages and a survey to be opened when an option in this guide is selected.
Which survey type would you use?

A. Broadcast survey
B. Polling survey
C. Website link survey
D. Transactional survey in rules

Question 4

In a contact center setup, there are certain custom objects, such as Asset Repair records, that the contact center agents should be able to update only when the supervisor creates a record for them. The contact center agents should not beallowed to perform creation and deletion operations.
How can this be done?

A. by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object
B. by configuring settings at the time of creation of the custom object
C. by creating the Contact CenterAgents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions
D. by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object

Question 5

Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?

A. If a contact record exists, loading details from the contact found in the incident workspace
B. Capturingall incident-associated CO data from customers
C. Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier
D. If a contact record does not exist, creating a contact record as captured by an agent from customers
E. Allowing an agent to switch between workspaces by clicking the "Select Workspace" button

Solutions: