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Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Configuration | 30% | - Workspace configuration - Custom fields and objects - Profiles and permissions - Navigation sets and menus |
| Business Rules & Automation | 25% | - Workspace rules - Business rules and events - SLA and service intervals - Process Designer |
| Analytics & Administration | 10% | - Reports and dashboards - Security and access control - Maintenance and upgrades |
| Integration & Customization | 20% | - Web services and APIs - Agent Desktop customization - Connect integration |
| Service Management | 15% | - Contact and organization management - Knowledge base setup - Incident management |
Oracle Service Center 2021 Implementation Essentials Sample Questions:
Which four statements are true about reports?
- A. Published reports can be modified.
- B. The owner of a report remains the same even if the report is imported by some other user.
- C. Reports must be exportedmanually in all interfaces.
- D. Reports are not common across the interface.
- E. After a report is published, the report data remains unchanged even as the knowledge baseis updated.
- F. Reports are shared between interfaces.
- G. All the permissions from an imported report remain unchanged after an export.
Correct Answer: A,C,D,G 🗳️
Your customer wants an incident survey to be reopened automatically if it does not meet the minimum score.
Which three actions should you perform to meet this requirement?
- A. Write a business rule to reopen the case.
- B. Assign scores to the survey questions and set the status field based on the responses.
- C. Schedule the survey on a daily basis.
- D. Create a report for the survey scores.
- E. Create a transactional survey.
- F. Create a polling survey.
Correct Answer: A,B,E 🗳️
Which Oracle Service Cloud capability can assign chats based on language and product skills?
- A. Syndicated chat
- B. Advanced routing
- C. Business rules
- D. Engagement engine
Correct Answer: B 🗳️
Which is an invalid data type?
- A. Radio
- B. Integer
- C. Float
- D. Menu
- E. Text field
- F. Text area
- G. Date/time
Correct Answer: A 🗳️
Which is a sample object query?
- A. SELECT Incident.ReferenceNumber, Incident.PrimaryContact-Contact.* FROM Incident;
- B. SELECT 0.Contacts FROM Organization O WHERE O-ID = 1;
- C. SELECT ID FROM Contact WHERE Contact-Name.First like 'Chris' ANDContact.Address.City='Bozeman';
- D. SELECT C.Name.First FROM Contact C WHERE C.Name.First like ,C%';
Correct Answer: C 🗳️
Leonard 
Rory 
Enid 
Quintion 
Bevis 
Humphrey 
Deborah 
Dana 
Emmanuel 
Sampson 
Cedric 
Xanthe 
Barlow 
Lou 
Bernie 
