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Oracle 1Z0-1038 Exam Overview:
| Certification Vendor: | Oracle |
|---|---|
| Exam Name: | Oracle Cross-Channel Contact Center Cloud 2019 Implementation Essentials |
| Exam Number: | 1Z0-1038 |
| Certificate Validity Period: | 18 months |
| Passing Score: | 63% |
| Exam Format: | Multiple Select, Multiple Choice |
| Exam Duration: | 120 minutes |
| Exam Price: | $245 USD |
| Available Languages: | English |
| Real Exam Qty: | 65 |
| Recommended Training: | Oracle Cross-Channel Contact Center Cloud 2019 Implementation Training |
| Exam Registration: | Oracle University Registration Pearson VUE Scheduling |
| Sample Questions: |  |
| Exam Way: | Online proctored or Onsite at Pearson VUE test centers |
| Pre Condition: | No formal prerequisites; hands-on experience with Oracle Service Cloud recommended |
| Official Syllabus URL: | https://education.oracle.com/oracle-cross-channel-contact-center-cloud-2019-implementation-essentials/pexam_1Z0-1038 |
Oracle 1Z0-1038 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Cloud User Interface and Processes | 25% | - Configure Products, Categories, and Dispositions - Use standard text, variables, and message bases - Create business rules and enhanced business rules - Implement UI modifications and automation using workspaces |
| Topic 2: Service Console Core Features and Access | 20% | - Manage console access and security profiles - Perform initial setup and agent desktop configuration - Set up navigation, permissions, and user accounts |
| Topic 3: Service Cloud Products and Services | 20% | - Create queues, assignments, and application menus - Explain Service Cloud core products and services - Configure Service Level Agreements - Describe core business objects and configuration settings |
| Topic 4: Reports and Extensions | 10% | - Customize, share, and schedule reports - Configure console add-ins and extensions - Describe Service Cloud Analytics |
| Topic 5: Processes between Customers and Agents | 25% | - Generate outreach and feedback campaigns - Set up agent assistance and guided assistants - Configure chat, cobrowse, and mailboxes - Configure advanced routing and international data support |
1Z0-1038 FAQ — Efficient Preparation Starts Here
No formal prerequisites; hands-on experience with Oracle Service Cloud recommended Eligibility rules do change, so confirm the current requirements on the official page (official 1Z0-1038 exam page) before booking.
120 minutes for 65 questions. Efficiency beats exhaustion: the ExamTorrent software version simulates the real test scene and scores your performance, so every practice hour moves you forward.
Yes:
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$245 USD per attempt, 63% to pass. Since a retake costs the full fee, prepare with direction: the 72 practice questions from ExamTorrent focus your effort where the exam points are.
The Oracle Cross-Channel Contact Center Cloud 2019 Implementation Essentials is Oracle's certification exam for Oracle Cross-Channel Contact Center Cloud 2019 Certified Implementation Specialist, at the Implementation Specialist level. It validates applied skills employers hire for — a credential worth the effort.
The Oracle Cross-Channel Contact Center Cloud 2019 Implementation Essentials blueprint covers 5 domains — including Service Console Core Features and Access (20%), Processes between Customers and Agents (25%), Service Cloud User Interface and Processes (25%). The weightings are your efficiency map: heavy domains first. Every subtopic appears in the outline above.
Through the vendor's official registration channels:
The Oracle Cross-Channel Contact Center Cloud 2019 Implementation Essentials is delivered Online proctored or Onsite at Pearson VUE test centers, so pick the arrangement that suits you when booking.
Yes — download the free Oracle Cross-Channel Contact Center Cloud 2019 Implementation Essentials demo and judge the question quality before paying. Every purchase stays valid for 365 days with free updates throughout, renewable afterward at 50% off.
Oracle Cross-Channel Contact Center Cloud 2019 Implementation Essentials Sample Questions:
You find that the chat agent is not receiving chat messages, even though the agent is logged in. Which two actions can help resolve this problem?
- A. Fixing the chat workspace
- B. Clicking Request Chat on the Live Media bar
- C. Deselecting the Pull Chat check box in the agent's profile
- D. Configuring advanced routing
- E. Requesting Chat from File > Options > View Options
Correct Answer: A,B 🗳️
A customer has defined Service Intervals at the interface level (Response Requirements) as Monday to Friday (10-17 hours) and at the SLA LI level as Monday to Saturday (10-18 hours) with a response time of 6 hours.
An incident arrives on Friday at 7 PM and is applied to the SLA LI instance.
What is the response due time?
- A. Monday 10 AM
- B. Saturday 4 PM
- C. Tuesday 11 AM
- D. Saturday 6 PM
Correct Answer: B 🗳️
Which three statements are true about Service Level Agreements?
- A. They enable you to restrict the number of incidents raised by end users through various channels.
- B. They enable you to set the reports that are visible to an agent.
- C. They enable you to specify the duration for which an incident can be kept in waiting status.
- D. They enable you to set a timeline for an agent to respond to an incident.
- E. They enable you to restrict what agents can view as part of navigation on the console.
- F. They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.
Correct Answer: C,D,F 🗳️
For which three reasons should you recommend using workflows?
- A. They reduce human error.
- B. They guide agents through complex customer interactions and data updates.
- C. They promote efficiency.
- D. They can sort incidents raised by a contact.
- E. They help customers find relevant knowledge answers.
Correct Answer: A,B,C 🗳️
Which two statements are true about the Organization object in Service Cloud?
- A. It has a one-to-one relation with contacts.
- B. It is required to create an incident.
- C. It has a one-to-many relation with contacts.
- D. It is widely used in Business-to-Business scenarios.
- E. It can be associated with incidents directly.
Correct Answer: C,D 🗳️
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