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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which four types are used by incidents queues?

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

2. A company wantsto include the company logo and contact details in its outbound email communications.
Where should this be configured?

A) Global template
B) Contact HTML Editor
C) Admin HTML Editor
D) Quote template

3. An agent tries to open an incident from his or her recent items.
Which three components determine what appears to the agent on opening an incident record?

A) Workspace rules
B) SLAs
C) Profile functionalpermissions
D) Profile workspace assignment
E) Profile navigation assignment
F) Configuration settings

4. Your customer wants an incident survey to be reopened automatically if it does not meet the minimum score.
Which three actions should you perform to meet this requirement?

A) Create a transactional survey.
B) Create a report for the survey scores.
C) Create a polling survey.
D) Assign scores to the survey questions and set the status field based on the responses.
E) Write a business rule to reopen the case.
F) Schedule the survey on a daily basis.

5. For which three reasons should you recommend using workflows?

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.

Solutions: