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Last Updated: Aug 27, 2026
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Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Analytics & Administration | 10% | - Maintenance and upgrades - Reports and dashboards - Security and access control |
| Service Management | 15% | - Contact and organization management - Knowledge base setup - Incident management |
| Business Rules & Automation | 25% | - SLA and service intervals - Business rules and events - Workspace rules - Process Designer |
| Integration & Customization | 20% | - Web services and APIs - Connect integration - Agent Desktop customization |
| Configuration | 30% | - Workspace configuration - Navigation sets and menus - Custom fields and objects - Profiles and permissions |
Oracle Service Center 2021 Implementation Essentials Sample Questions:
Question 1
Examine these functions:
f1- apply() f2 - setup(), f3 - validate(), f4 - cleanup(), f5- fetchObject() What is the correct sequence of execution of these functions during customprocesses testing?
A. f1, f2, f4, f3, f5
B. f2, f5, f3, f1, f4
C. f5, f2, f3, f4, f1
D. f1, f2, f5, f3, f4
E. f2, f5, f1, f3, f4
Question 2
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.
Question 3
Your customer wants to display customized branding information in the login window. Which two options can be used?
A. Use the LOGIN_SECURITY_MSG configuration setting, which specifies the welcome message that is displayed on the login page.
B. Use the BRAND_CONTENT_URL configuration setting, which specifies the URL that is used to display content in the content pane of the login page.
C. Use the BRAND_WELCOME_MSG configuration setting, which specifies the welcome message that is displayed on the login page.
D. Use the LOGIN_SECURITY_URL, configuration setting, which specifies the URL that is used to display content in thecontent pane of the login page.
Question 4
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. Profile functionalpermissions
C. Configuration settings
D. Profile workspace assignment
E. Profile navigation assignment
F. SLAs
Question 5
You are working oncomplete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?
A. Guided assistance
B. Custom process model
C. Intent guide
D. Business rules
E. Agent scripts
Solutions:
| Question 1 Answer: B | Question 2 Answer: A | Question 3 Answer: B | Question 4 Answer: B,D,E | Question 5 Answer: B,D |
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