We're so confident of our products that we provide no hassle product exchange.
Oracle 1Z0-1038-21 Exam Overview:
| Certification Vendor: | Oracle |
| Exam Name: | Oracle Service Center 2021 Implementation Essentials |
| Exam Number: | 1Z0-1038-21 |
| Exam Format: | Multiple Choice Questions (MCQ) |
| Real Exam Qty: | 95 |
| Available Languages: | English |
| Exam Duration: | 90 minutes |
| Exam Price: | USD 245 |
| Related Certifications: | Oracle Service Center 2021 Certified Implementation Specialist Oracle Service Center 2022 Implementation Professional |
| Passing Score: | 62% |
| Sample Questions: | Oracle 1Z0-1038-21 Sample Questions |
| Exam Way: | Online proctored or onsite testing through Oracle testing providers (e.g., Pearson VUE or PSI). |
| Pre Condition: | No mandatory prerequisite exam; Oracle recommends hands-on experience with Oracle Service Center and Oracle CX products. |
| Official Syllabus URL: | https://education.oracle.com/oracle-service-center-2021-implementation-essentials/trackp_O_SVC21_IES |
Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: API and Integration | - JavaScript API Events
|
| Topic 2: Service Processes and Case Management | - Incident and Queue Management
|
| Topic 3: Service Center Configuration and Setup | - Business Rules and Automation
|
| Topic 4: Reporting and Analytics | - Standard Reporting Tools
|
| Topic 5: User Interface Customization | - Message Templates and Branding
|
Oracle Service Center 2021 Implementation Essentials Sample Questions:
1. A customer is using standard reports within the analytics module. Which two can be edited in a standard report?
A) graphs
B) column headings
C) schedules
D) permissions
E) report headings
F) non-selectable filters
2. Which three requirements can be implemented by using workspace rules?
A) Prompting a customer care executive to dynamically open a guide
B) Calling an add-in
C) Dynamically setting the URL for browser control
D) Triggering escalation mails to the manager after the escalation time is over
E) Calling a CPM script
3. What are the three different types of pull policy for queues?
A) Standard
B) First Due
C) Manual
D) Advanced
E) Strict Priority
F) Round Robin
4. 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 can use the Fill Inbox functionality to select any of the three queues.
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 will get incidents only from the ql queue.
5. 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) The SLA reports will need to be modified to use the new SLA.
B) You have not activated the rules so the updated SLAs are not being applied.
C) Your site has been corrupted with the "Gold" SLA.
D) Updating the SLA will not automatically update the organization's SLA instance.
Solutions:
| Question # 1 Answer: C,E | Question # 2 Answer: A,B,C | Question # 3 Answer: B,C,E | Question # 4 Answer: A | Question # 5 Answer: B |
By Mamie
