2022 Realistic 1Z0-1038-21 Dumps Exam Tips Test Pdf Exam Material
Powerful 1Z0-1038-21 PDF Dumps for 1Z0-1038-21 Questions
NEW QUESTION 32
In which two scenarios would you use multiple interfaces?
- A. When you need multiple channels enabled such as email, chat,and web self-service
- B. When your portal needs the support of different channels for login
- C. When multiple languages need to be supported
- D. When new business processes need to be supported other than the standard contact center
- E. When your business operates in different lines of business
Answer: C,E
NEW QUESTION 33
Which six actions initiate the business rules engine to run their configured logic?
- A. An agent creates or edits an answer.
- B. An agent runs an incident report.
- C. An administrator compiles the rules engine.
- D. An agent edits contacts, incidents, organizations, or tasks.
- E. The rules engine is updated.
- F. A customer adds more information to their incident via the end-user pages.
- G. A customerupdates contact details via the end-user pages.
- H. An agent edits an opportunity.
- I. A customer creates an incident in the end user portal.
- J. An agentviews the rule log.
Answer: A,B,C,D,E,F
NEW QUESTION 34
How frequently does Oracle release a new version of a product?
- A. Once in three months
- B. Every month
- C. Once in six months
- D. Once in four months
Answer: A
NEW QUESTION 35
Your customer has "Gold" level SLAs being applied to certain organizations according to organization rules.
After six months, the business decides to change the response time: instead of responding in 24 hours your agents needto respond within eight business hours.
You modify the "Gold" SLA to reflect this change but you notice that the SLA reports are still using a 24-hour response time.
Based on this scenario, which statement is correct?
- A. Updating the SLA will not automatically update the organization's SLA instance.
- B. The SLA reports will need to be modified to use the new SLA.
- C. Your site has been corrupted with the "Gold" SLA.
- D. You have not activated the rules so the updated SLAs are not being applied.
Answer: D
NEW QUESTION 36
You have a requirement to purge Incidents where the Incidents have not been updated in the last 30days using Data Lifecycle Management. What are the two steps you should do to define a report containing criteria used to purge the records?
- A. Add default values to runtime filters if used in the report
- B. Remove Primary keys from all tables used in the report
- C. Use a drilldown level to filter the top level
- D. Set the option to allow switching of data
- E. Do not set the deferred execution option
- F. Use runtime filters in preference to fixed filters
Answer: A,B
NEW QUESTION 37
Which four types are used by incidents queues?
- A. Round Robin (Logged In)
- B. LIFO
- C. FIFO
- D. Standard
- E. Round Robin (All)
- F. Quick
- G. Advanced Routing
Answer: A,D,E,G
NEW QUESTION 38
Which is a sample object query?
- A. SELECT 0.Contacts FROM Organization O WHERE O-ID = 1;
- B. SELECT C.Name.First FROM Contact C WHERE C.Name.First like ,C%';
- C. SELECT ID FROM Contact WHERE Contact-Name.First like 'Chris' ANDContact.Address.City='Bozeman';
- D. SELECT Incident.ReferenceNumber, Incident.PrimaryContact-Contact.* FROM Incident;
Answer: C
NEW QUESTION 39
Which Oracle Service Cloud capability can assign chats based on language and product skills?
- A. Advanced routing
- B. Business rules
- C. Engagement engine
- D. Syndicated chat
Answer: A
NEW QUESTION 40
You want to ensure that some specific content in messages can be hidden for seme messages. What would you use to meet this requirement?
- A. Custom fields
- B. Conditional fields
- C. Incident thread fields
- D. Merge fields
Answer: B
NEW QUESTION 41
Which three statements are true about add-ins?
- A. They are written in the C# .NET programming language with the templates provided by Oracle Service Cloud.
- B. They always run locally to access local data.
- C. They always run locally on the machines on which the desktop application runs.
- D. They can be designed to create visualcomponents and not perform any integrations.
- E. They canbe added to the Custom Portal area of Oracle Service Cloud.
- F. They are the visual areas of Oracle Service Cloud Agent Desktop.
Answer: A,C,F
NEW QUESTION 42
Which two statements are true about chat surveys?
- A. You can create a chat rule to pop up a transactional survey at the end of a chatsession.
- B. You cannot link customer data back to the chat that is submitted.
- C. You can send a chat survey only while a customer is on the chat.
- D. You can create a chat rule to email a transactional survey to a customer after a chat session.
Answer: A,D
NEW QUESTION 43
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. Agent scripts
- B. Custom process model
- C. Business rules
- D. Guided assistance
- E. Intent guide
Answer: B,C
NEW QUESTION 44
You are creating custom fields and enter a column name. However, you receive an error when you try to save it.
Identify three reasons for this.
- A. The column name contains a space.
- B. The column name contains an underscore.
- C. The column name starts with a number.
- D. Thecolumn name contains a dollar symbol.
- E. The column name starts with a lowercase alphabet.
- F. The column name contains a punctuation.
Answer: A,C,D
NEW QUESTION 45
Which two are non-CRUD operations?
- A. RNObject[] = Binding.Create(RNObject[] Objects, CreateProcessingOptions Options);
- B. ResetContactPasswordResponseMsg = Binding.ResetContactPassword(ID ContactID);
- C. UpdateResponseMsg = Binding.Update(RNObject[] Objects,UpdateProcessingOptions ProcessingOptions);
- D. CSVTableSet = Binding.QueryCSV(string Query, int PageSize, string Delimiter, bool
- E. CSVTableSet results = RunAnalyticsReport(AnalyticsReport ReportObject, int Limit, int Start, string Delimiter, bool ReturnRawResult, bool DisableMTOM, out byte[] FileData);
- F. ReturnRawResult, bool DisableMTOM, outbyte[] FileData);RNObject[] rnObjects = _client.Get(clientlnfoHeader, objects, options);
Answer: D,E
NEW QUESTION 46
Which two statements are true about mailboxes?
- A. Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.
- B. Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.
- C. The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.
- D. Techmail isresponsible for pulling emails from single or multiple mailboxes.
- E. The Dbtstatus utility is responsible for having incidents created after an emailis sent to the Service Cloud mailbox.
Answer: C,D
NEW QUESTION 47
A customer has defined Service Intervals at the interface level (Response Requirements) as Monday to Friday (10-17 hours) and at the SLA LI level as Monday to Saturday (10-18 hours) with a response time of 6 hours.
An incident arrives on Friday at 7 PM and is applied to the SLA LI instance.
What is the response due time?
- A. Tuesday 11 AM
- B. Saturday 4 PM
- C. Saturday 6 PM
- D. Monday 10 AM
Answer: B
NEW QUESTION 48
In a contact center setup, there are certain custom objects, such as Asset Repair records, that the contact center agents should be able to update only when the supervisor creates a record for them. The contact center agents should not beallowed to perform creation and deletion operations.
How can this be done?
- A. by configuring settings at the time of creation of the custom object
- B. by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object
- C. by creating the Contact CenterAgents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions
- D. by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object
Answer: D
NEW QUESTION 49
You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?
- A. Create the standard text with the current address and phone numbers.
- B. Create variables with the current address and phone numbers.
- C. Create custom fields for the address and phone numbers.
- D. Update the standard text with the changed address and phone numbers.
- E. Update variables with the changed address and phone numbers.
- F. Update customfields with the changed address and phone numbers.
Answer: A,D
NEW QUESTION 50
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