Exam Name: Oracle Service Center 2021 Implementation Essentials
Certification Provider: Oracle
Corresponding Certification: Oracle Service Cloud Cross-Channel Contact Center
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Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Management | 15% | - Knowledge base setup - Incident management - Contact and organization management |
| Analytics & Administration | 10% | - Reports and dashboards - Maintenance and upgrades - Security and access control |
| Business Rules & Automation | 25% | - Business rules and events - SLA and service intervals - Process Designer - Workspace rules |
| Integration & Customization | 20% | - Connect integration - Agent Desktop customization - Web services and APIs |
| Configuration | 30% | - Navigation sets and menus - Custom fields and objects - Profiles and permissions - Workspace configuration |
Oracle Service Center 2021 Implementation Essentials Sample Questions:
The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which statement is true?
- A. You can change the default value to 60 minutes by using Site Configuration > Session Timeout.
- B. You can change the default value to 60 minutes by using File > Options > Session Expiration.
- C. You can change the default value to 60 minutes by amending the Site Configuration > Configuration Settings value.
- D. Because the system default is 15 minutes, it cannot be changed.
Correct Answer: C 🗳️
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. Website link survey
- B. Transactional survey in rules
- C. Broadcast survey
- D. Polling survey
Correct Answer: A 🗳️
Which three events are available with theJavaScript API?
- A. onsaveclose ()
- B. aftersave()
- C. onrefresh()
- D. ondataupdated()
- E. enclose ()
- F. onbeforesave ()
Correct Answer: D,E,F 🗳️
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. Updating the SLA will not automatically update the organization's SLA instance.
- B. The SLA reports will need to be modified to use the new SLA.
- C. Your site has been corrupted with the "Gold" SLA.
- D. You have not activated the rules so the updated SLAs are not being applied.
Correct Answer: D 🗳️
Which three statements are true about add-ins?
- A. They are written in the C# .NET programming language with the templates provided by Oracle Service Cloud.
- B. They can be designed to create visualcomponents and not perform any integrations.
- C. They always run locally on the machines on which the desktop application runs.
- D. They canbe added to the Custom Portal area of Oracle Service Cloud.
- E. They always run locally to access local data.
- F. They are the visual areas of Oracle Service Cloud Agent Desktop.
Correct Answer: A,C,F 🗳️
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