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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. In which two scenarios would you use multiple interfaces?

A) When multiple languages need to be supported
B) When new business processes need to be supported other than the standard contact center
C) When your business operates in different lines of business
D) When you need multiple channels enabled such as email, chat,and web self-service
E) When your portal needs the support of different channels for login

2. Which four statements are true about incident rules?

A) Incident rules should have a minimum of two rule states.
B) Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
C) A catch-all rulehas no impact on incident rules.
D) A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
E) A catch-all escalation action has no impact on incident rules.
F) All incident rules should have an action to transit from the initial state to another state.
G) Incident rules should have one rule state.

3. What are three required sections for Custom Process Models?

A) Code containing integration with externalsystems
B) Test script
C) Test harness
D) Footer
E) Code containing custom business logic
F) Header

4. 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) Use business rules to automatically calculate dates
B) Define default response requirements.
C) Add all the holidays observed by your organization.
D) Create a custom incident milestones report and add it to a custom incident workspace

5. A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?

A) The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
B) The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.
C) The profile to which the agent is assigned does not have a navigation set assigned.
D) The profile to which the agent is assigned does not have the incident workspace assigned.
E) The profile to which the agent is assigned does not have the Interface Access checkbox selected.

Solutions: