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Oracle 1Z0-1038-21 Exam Overview:
| Certification Vendor: | Oracle |
|---|---|
| Exam Name: | Oracle Service Center 2021 Implementation Essentials |
| Exam Number: | 1Z0-1038-21 |
| Exam Price: | USD 245 |
| Certificate Validity Period: | Retired since May 31, 2022 |
| Exam Duration: | 90 minutes |
| Passing Score: | 62% |
| Related Certifications: | Oracle Service Cloud Cross-Channel Contact Center |
| Available Languages: | English |
| Real Exam Qty: | 58 |
| Exam Format: | Multiple Select, Multiple Choice |
| Recommended Training: | Oracle Service Center 2021 Implementation Training |
| Exam Registration: | Oracle University Pearson VUE Oracle |
| Sample Questions: | Oracle 1Z0-1038-21 Sample Questions |
| Exam Way: | Online proctored or onsite at Pearson VUE test centers |
| Pre Condition: | No mandatory prerequisites; practical implementation experience recommended |
| Official Syllabus URL: | https://education.oracle.com/oracle-service-center-2021-certified-implementation-specialist/trackp_OSASCC2021OPN |
Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Configuration | 30% | - Custom fields and objects - Profiles and permissions - Workspace configuration - Navigation sets and menus |
| Topic 2: Business Rules & Automation | 25% | - Process Designer - Workspace rules - Business rules and events - SLA and service intervals |
| Topic 3: Service Management | 15% | - Contact and organization management - Knowledge base setup - Incident management |
| Topic 4: Analytics & Administration | 10% | - Maintenance and upgrades - Security and access control - Reports and dashboards |
| Topic 5: Integration & Customization | 20% | - Agent Desktop customization - Web services and APIs - Connect integration |
Oracle Service Center 2021 Implementation Essentials Sample Questions:
Question #1
Which two components can be edited in a standard report?
- A. Schedules
- B. Report headings
- C. Graphs
- D. Non-selectable filters
- E. Permissions
- F. Column headings
Correct Answer: A,E 🗳️
Question #2
Your customer would like to send a communication about a product that is applicable only to its user base in the USA.
Which three actions should you perform?
- A. Create a segment of contacts whose contact home country is USA.
- B. Create a report of contacts whose contact home
- C. Add the report in step (c) to the Audience tab in the Included section.
- D. Add the segment in step (d) to the Audience tab in the Included section.
- E. Create a transactional survey.
- F. Create a broadcast survey.
Correct Answer: A,E,F 🗳️
Question #3
Which Oracle Service Cloud capability can assign chats based on language and product skills?
- A. Syndicated chat
- B. Advanced routing
- C. Engagement engine
- D. Business rules
Correct Answer: B 🗳️
Question #4
A customer is trying to import guides and a definition file from another interface and receives an error: "The response node cannot be added as it would exceed the maximum amount of 2048 response nodes the guide can have.
What action must betaken to fix this?
- A. Increase the maximum number of response nodes in the configuration.
- B. Make sure guided assistance is enabled in another interface.
- C. Make sure the guide definition file does not include anyhash value while importing it.
- D. Navigate to one of the superior nodes and remove most of the nodes, keeping the same unique identifier.
Correct Answer: D 🗳️
Question #5
Which two statements are true about safe mode in relation to add-ins?
- A. It is a profile setting that must be enabled for a profile.
- B. It is enabled automatically if the previous shutdown of the agent desktop application did not happen normally.
- C. It is a setting that must be enabled at the interface level.
- D. It allows an agent desktop to log in to the application with local add-in files.
- E. It allows an agent desktop to log in to the application without any add-ins.
Correct Answer: B,D 🗳️
By Moira
