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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 Choice, Multiple Select |
| 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: Analytics & Administration | 10% | - Maintenance and upgrades - Security and access control - Reports and dashboards |
| Topic 2: Service Management | 15% | - Contact and organization management - Knowledge base setup - Incident management |
| Topic 3: Integration & Customization | 20% | - Agent Desktop customization - Web services and APIs - Connect integration |
| Topic 4: Business Rules & Automation | 25% | - Process Designer - Workspace rules - Business rules and events - SLA and service intervals |
| Topic 5: Configuration | 30% | - Custom fields and objects - Profiles and permissions - Workspace configuration - Navigation sets and menus |
Oracle Service Center 2021 Implementation Essentials Sample Questions:
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
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.
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
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.
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.
Solutions:
| Question # 1 Answer: A,E | Question # 2 Answer: A,E,F | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: B,D |
By Lucy
