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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. 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) Your site has been corrupted with the "Gold" SLA.
C) The SLA reports will need to be modified to use the new SLA.
D) You have not activated the rules so the updated SLAs are not being applied.

2. A customer is using a service level agreement (SLA) to calculate resolution due dates automatically when an SLAinstance is added to an incident. What setup is required for resolution due calculations?

A) Use business rules to automatically calculate dates
B) Define default response requirements.
C) Create a custom incident milestones report and add it to a custom incident workspace
D) Add all the holidays observed by your organization.

3. The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which statement is true?

A) You can change the default value to 60 minutes by amending the Site Configuration > Configuration Settings value.
B) You can change the default value to 60 minutes by using File > Options > Session Expiration.
C) You can change the default value to 60 minutes by using Site Configuration > Session Timeout.
D) Because the system default is 15 minutes, it cannot be changed.

4. You make some changes to your message template and deployit globally, but the deployed status continues to show as pending.
What would you do to resolve this?

A) Enable the global template.
B) Validate the template.
C) Accept the changes.
D) Save the deployment.

5. What must you set to enable the email channel?

A) EGW_SAVE_EMAIL_HEADERS
B) EGW_AUTO_CONT_CREATE
C) EGW_ENABLED
D) EGW_UPDATE_BY_CREATE
E) EGW_SECURE_UPDATE_ENABLED

Solutions: