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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

Question 1

Which three statements are true about Service Level Agreements?

A. They enable you torestrict what agents can view as part of navigation on the console.
B. They enable you to set a timeline for an agent to respond to an incident.
C. They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.
D. They enable you to set the reports that are visible to an agent.
E. They enable you to specify the duration for which an incident can be kept in waiting status.
F. They enable you to restrict the number of incidents raised by end users through various channels.

Question 2

A customer is unable to see a record in the audit log after running a report. What could be the reason for this?

A. the Expanded Report Audit Log from the Reports Explorer
B. the Filters settings of the report
C. the Purge settings in the database
D. the permissions of the report

Question 3

Your customer wants to set a disposition and add a specific standard text item automatically based on a given endpoint within the guided assistant path info response thread. Which two steps are required to complete this request?

A. Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.
B. Use Agent Workflow to populate the disposition and the standard text based on the named event in the guide.
C. Use an Incident Business rule to fire a named event and populate the standard text into the message thread.
D. Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required in the incident workplace.
E. Create a named event to file each end point of the guide.

Question 4

You have a requirement for an incident workspace where clicking a kind of text hyperlink should open a browser window by using the third-party URL of the loaded client. You want to implement this by using add-ins.
Which add-in should you create?

A. Content Pane
B. Report Command
C. Workspace Ribbon
D. Global Ribbon
E. Workspace

Question 5

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 standard objects only.
B. It is triggered by an event that occurs on the standard objects that are used by queues.
C. It is always triggered from business rules.
D. It can be triggered by an event that occurs even on a custom object.
E. It is also known as the Object Event Handler.
F. It can be triggered by an event that occurs on community objects.
G. It is a PHP script that executes only synchronously.

Solutions: