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Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: SLAs and Service Management | - Service Level Agreements
|
| Topic 2: Reporting and Analytics | - Reports and Dashboards
|
| Topic 3: Guided Assistance and Automation Tools | - Guided Assistance Configuration
|
| Topic 4: Business Process Automation | - Workflows and Business Rules
|
| Topic 5: Service Center Configuration | - User Interface and Workspace Setup
|
Oracle Service Center 2021 Implementation Essentials Sample Questions:
Which two statements are true about linking products, categories, and dispositions?
- A. Links can be automatically created to categories and dispositions based on answers an incidents.
- B. Links can be created only between the parent levels of products, categories, and dispositions.
- C. A leaf product's links are inherited from its parent product.
- D. Product-category linkingrestricts customers from searching on the Customer Portal.
- E. Product-category linking is independent of product-disposition linking.
Correct Answer: D,E 🗳️
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 options are not supported in a Browser User Interface workspace?
- A. Any site trying to navigate to a top-level page will not be rendered.
- B. The mixing of HTTP and HTTPS is not supported because i is a security violation.
- 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.
Correct Answer: B,D,E 🗳️
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Which three statements are true about the Custom Process Model (CPM) in Oracle Service Cloud?
- A. It is triggered by an event that occurs on the standard objects that are used by queues.
- B. It is a PHP script that executes only synchronously.
- C. It can be triggered by an event that occurs on community objects.
- D. It is also known as the Object Event Handler.
- E. It can be triggered by an event that occurs even on a custom object.
- F. It is always triggered from business rules.
- G. It is triggered by an event that occurs on standard objects only.
Correct Answer: C,D,E 🗳️
A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for follow up:#120728-000001 A member of our support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it." Which two actions will allow you to identify the correct message base item if you did not know which message base you need to edit? (Choose two.)
- A. Submit an incident to customer care.
- B. Look for the message in the receipt email body.
- C. Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
- D. Run a message base report and search for the text string you want to change.
Correct Answer: B,C 🗳️
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