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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which two statements are true about Oracle Service Cloud accelerators?

A) The source files for all listed accelerators are available for download.
B) They are complete plug-and-play tools that can be used with Oracle Service Cloud in any client environment free of cost.
C) They are code samples to show how integrations can be built by using the public integration capabilities of Oracle Service Cloud.
D) Theyare available at http://www.oracle.com/technetwork.
E) Oracle provides supportfor all accelerators.

2. 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) Your site has been corrupted with the "Gold" SLA.
B) You have not activated the rules so the updated SLAs are not being applied.
C) The SLA reports will need to be modified to use the new SLA.
D) Updating the SLA will not automatically update the organization's SLA instance.

3. Your customer wants to set a disposition and add a specific standard text item automatically based on a given endpoint within the guided assistant path info response thread. Which two steps are required to complete this request?

A) Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.
B) Use an Incident Business rule to fire a named event and populate the standard text into the message thread.
C) Use Agent Workflow to populate the disposition and the standard text based on the named event in the guide.
D) Create a named event to file each end point of the guide.
E) Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required in the incident workplace.

4. 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) Intent guide
B) Custom process model
C) Guided assistance
D) Agent scripts
E) Business rules

5. Which setup sequence is usedto give permissions to an individual to access an application?

A) None. No sequence is required.
B) Navigation set > Profile > Staff Account
C) Profile > Navigation set > Staff Account
D) Staff Account > Profile > Navigation set

Solutions: