Oracle Service Center 2021 Implementation Essentials - 1Z0-1038-21 Exam Practice Test

A. Agents cannot use the Fill Inbox functionality because the pull policy is manual.

B. Agents can use the Fill Inbox functionality to select any of the three queues.

C. Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.

D. Agents will get incidents only from the ql queue.

A. Custom fields

B. Merge fields

C. Conditional fields

D. Incident thread fields

A. They enable you to set the reports that are visible to an agent.

B. They enable you to set a timeline for an agent to respond to an incident.

C. They enable you to specify the duration for which an incident can be kept in waiting status.

D. They enable you torestrict what agents can view as part of navigation on the console.

E. They enable you to restrict the number of incidents raised by end users through various channels.

F. They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.

A. The Dbtstatus utility is responsible for having incidents created after an emailis sent to the Service Cloud mailbox.

B. Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.

C. The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.

D. Techmail isresponsible for pulling emails from single or multiple mailboxes.

E. Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.

A. SELECT ID FROM Contact WHERE Contact-Name.First like 'Chris' ANDContact.Address.City='Bozeman';

B. SELECT C.Name.First FROM Contact C WHERE C.Name.First like ,C%';

C. SELECT 0.Contacts FROM Organization O WHERE O-ID = 1;

D. SELECT Incident.ReferenceNumber, Incident.PrimaryContact-Contact.* FROM Incident;

A. onbeforesave ()

B. onrefresh()

C. onsaveclose ()

D. enclose ()

E. aftersave()

F. ondataupdated()

A. They can sort incidents raised by a contact.

B. They reduce human error.

C. They guide agents through complex customer interactions and data updates.

D. They promote efficiency.

E. They help customers find relevantknowledge answers.

A. Engagement engine

B. Business rules

C. Syndicated chat

D. Advanced routing

A. The mixing of HTTP and HTTPS is not supported because i is a security violation.

B. Any site trying to navigate to a top-level page will not be rendered.

C. Theauthorization of Knowledge Foundation (Answer Workspace) in the Browser User Interface workspace is not supported.

D. Any site which does not want to be embedded insidean iframe will not be rendered.

E. The ability to view the visitor browser history in the Agent Browser User Interface is not supported.

A. Advanced

B. Strict Priority

C. Standard

D. First Due

E. Round Robin

F. Manual