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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

Question 1

Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?

A. Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier
B. Capturingall incident-associated CO data from customers
C. If a contact record does not exist, creating a contact record as captured by an agent from customers
D. Allowing an agent to switch between workspaces by clicking the "Select Workspace" button
E. If a contact record exists, loading details from the contact found in the incident workspace

Question 2

Which four statements are true about reports?

A. Reports are shared between interfaces.
B. The owner of a report remains the same even if the report is imported by some other user.
C. All the permissions from an imported report remain unchanged after an export.
D. Published reports can be modified.
E. After a report is published, the report data remains unchanged even as the knowledge baseis updated.
F. Reports must be exportedmanually in all interfaces.
G. Reports are not common across the interface.

Question 3

Which three statements are true about headers of custom process models?

A. They contain all possible events with the objects.
B. Theycontain the version number of the PHP script.
C. They contain standard objects only.
D. The header section needs to be uncommented during testing.
E. The/QDntain the version number of the Connect Common Object Model.
F. The header section is always commented.
G. They list only the events that are supported by the code implementation.

Question 4

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

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

Question 5

A client requires you to set up chat and email as unlimited for an SLA. What must you do?

A. Enter zero as the initial value for both fields.
B. Enter the value "Unlimited" in the chat and email fields.
C. Use the default values.
D. Leave both the chat and email fields limit as blank.

Solutions: