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Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Processes and Case Management | - Agent Productivity Tools
|
| Topic 2: User Interface Customization | - Message Templates and Branding
|
| Topic 3: Reporting and Analytics | - Standard Reporting Tools
|
| Topic 4: Service Center Configuration and Setup | - User Authentication and Access
|
| Topic 5: API and Integration | - JavaScript API Events
|
Oracle Service Center 2021 Implementation Essentials Sample Questions:
A customer is using a service level agreement (SLA) to calculate resolution due dates automatically when an SLAinstance is added to an incident. What setup is required for resolution due calculations?
- A. Add all the holidays observed by your organization.
- B. Use business rules to automatically calculate dates
- C. Define default response requirements.
- D. Create a custom incident milestones report and add it to a custom incident workspace
Correct Answer: D 🗳️
Explanation: Only visible for ExamTorrent members. You can sign-up / login (it's free).
A customer is trying to use Element Manager to import and add-ins and receives this error:
"This package cannot beprocessed."
What is the reason for this error?
- A. Element Manager does not support the import and export of workspaces with custom workspace ribbon add-ins.
- B. The hash value during import doesn't match the hash declared at the end of the rile.
- C. Check if the exported file was generated by a product version that is older than the existing product version.
- D. The Browser User Interface (BUI) workspace is not using the standard workspace.
Correct Answer: D 🗳️
An agent is assigned a profile PI that is configured with three incident queues: q1, q2, and q3, and the pull policy is set to Manual. Which statement is true?
- A. Agents will get incidents only from the ql queue.
- B. Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.
- C. Agents cannot use the Fill Inbox functionality because the pull policy is manual.
- D. Agents can use the Fill Inbox functionality to select any of the three queues.
Correct Answer: D 🗳️
What are three required sections for Custom Process Models?
- A. Code containing integration with externalsystems
- B. Footer
- C. Test script
- D. Test harness
- E. Header
- F. Code containing custom business logic
Correct Answer: D,E,F 🗳️
Which three options are not supported in a Browser User Interface workspace?
- A. The mixing of HTTP and HTTPS is not supported because i is a security violation.
- B. Any site which does not want to be embedded insidean iframe will not be rendered.
- C. Any site trying to navigate to a top-level page will not be rendered.
- D. The ability to view the visitor browser history in the Agent Browser User Interface is not supported.
- E. Theauthorization of Knowledge Foundation (Answer Workspace) in the Browser User Interface workspace is not supported.
Correct Answer: A,B,D 🗳️
Explanation: Only visible for ExamTorrent members. You can sign-up / login (it's free).
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