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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

Question 1

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 navigation assignment
E. Profile workspace assignment
F. SLAs

Question 2

You want yoursystem to offer a chat invitation to any customer who spends at least two minutes on a specific web page.
What should you use?

A. syndicate chat widget
B. business rules
C. configuration settings
D. proactive chat widget

Question 3

Your customer has asked you to create a report that will need to be sent to the executive management. None of the recipients of this report has access to the system, and the same monthly report needs to be delivered toall recipients. The management team changes frequently, and your customer does not want to alter the report schedule after configuration.
Which two steps must be taken after creating the report?

A. Upgrade the permissions for the report toinclude the executive team.
B. Create a schedule record for the report.
C. Create andadd the distribution list to the schedule.
D. Create a dashboard for the report.
E. Send a notification to the executive team that the report is available.
F. Set up staff accounts for the executive team.

Question 4

Which two statements are true about safe mode in relation to add-ins?

A. It is a setting that must be enabled at the interface level.
B. It is enabled automatically if the previous shutdown of the agent desktop application did not happen normally.
C. It allows an agent desktop to log in to the application with local add-in files.
D. It is a profile setting that must be enabled for a profile.
E. It allows an agent desktop to log in to the application without any add-ins.

Question 5

Which two statements are true about a disposition?

A. It can be made visible on the Customer Portal.
B. It can be set to a maximum depth of three in hierarchy levels.
C. It helps to identify the root cause of an incident.
D. It can be linked to products.
E. It can be linked to categories.

Solutions: