Exam Name: Oracle Service Center 2021 Implementation Essentials
Certification Provider: Oracle
Corresponding Certification: Oracle Service Cloud Cross-Channel Contact Center
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Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Business Process Automation | - Workflows and Business Rules
|
| Reporting and Analytics | - Reports and Dashboards
|
| Guided Assistance and Automation Tools | - Guided Assistance Configuration
|
| Service Center Configuration | - User Interface and Workspace Setup
|
| SLAs and Service Management | - Service Level Agreements
|
Oracle Service Center 2021 Implementation Essentials Sample Questions:
Which three statements are true about Service Level Agreements?
- A. They enable you to restrict the number of incidents raised by end users through various channels.
- 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 torestrict what agents can view as part of navigation on the console.
- E. They enable you to specify the duration for which an incident can be kept in waiting status.
- F. They enable you to set the reports that are visible to an agent.
Correct Answer: B,C,E 🗳️
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. Leave both the chat and email fields limit as blank.
- C. Use the default values.
- D. Enter the value "Unlimited" in the chat and email fields.
Correct Answer: A 🗳️
You make some changes to a message template.
Which statement is true about applying this change acrossmultiple interfaces?
- A. The change is reflected across all interfaces by default.
- B. You need to use the export and import option.
- C. You need to copy and paste the source code across the multiple interfaces.
- D. You need to re-create the message templateacross the multiple interfaces.
Correct Answer: C 🗳️
An agent is assigned a profile PI that is configured with three incident queues: q1, q2, and q3, and the pull policy is set to Manual. Which statement is true?
- A. Agents can use the Fill Inbox functionality to select any of the three queues.
- B. Agents cannot use the Fill Inbox functionality because the pull policy is manual.
- C. Agents will get incidents only from the ql queue.
- D. Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.
Correct Answer: A 🗳️
How can you enable add-ins to run locally without uploading it to theserver?
- A. Configuration > Site Configuration> Addin Manager > Required Profile > Select Developer Mode.
- B. Configuration > Staff Management > Profiles > Required Profile > Select Developer Mode.
- C. Configuration > Staff Management > Profiles > Required Profile > Interfaces tab, Addin tab > Select Developer Mode.
- D. Configuration > Site Configuration > Addin Manager > Required Profile > Interfaces > Select Developer Mode.
Correct Answer: D 🗳️
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