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Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Management | 15% | - Contact and organization management - Incident management - Knowledge base setup |
| Topic 2: Analytics & Administration | 10% | - Reports and dashboards - Maintenance and upgrades - Security and access control |
| Topic 3: Business Rules & Automation | 25% | - Business rules and events - Process Designer - Workspace rules - SLA and service intervals |
| Topic 4: Integration & Customization | 20% | - Agent Desktop customization - Web services and APIs - Connect integration |
| Topic 5: Configuration | 30% | - Navigation sets and menus - Custom fields and objects - Workspace configuration - Profiles and permissions |
Oracle Service Center 2021 Implementation Essentials Sample Questions:
Examine these functions:
f1- apply() f2 - setup(), f3 - validate(), f4 - cleanup(), f5- fetchObject() What is the correct sequence of execution of these functions during customprocesses testing?
- A. f2, f5, f3, f1, f4
- B. f5, f2, f3, f4, f1
- C. f1, f2, f5, f3, f4
- D. f2, f5, f1, f3, f4
- E. f1, f2, f4, f3, f5
Correct Answer: A 🗳️
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 allows an agent desktop to log in to the application with local add-in files.
- D. It allows an agent desktop to log in to the application without any add-ins.
- E. It is a setting that must be enabled at the interface level.
Correct Answer: B,C 🗳️
Which three options are not supported in a Browser User Interface workspace?
- A. The ability to view the visitor browser history in the Agent Browser User Interface is not supported.
- B. The mixing of HTTP and HTTPS is not supported because i is a security violation.
- C. Theauthorization of Knowledge Foundation (Answer Workspace) in the Browser User Interface workspace is not supported.
- D. Any site which does not want to be embedded insidean iframe will not be rendered.
- E. Any site trying to navigate to a top-level page will not be rendered.
Correct Answer: A,B,D 🗳️
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A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for follow up:#120728-000001 A member of our support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it." Which two actions will allow you to identify the correct message base item if you did not know which message base you need to edit? (Choose two.)
- A. Look for the message in the receipt email body.
- B. Submit an incident to customer care.
- C. Run a message base report and search for the text string you want to change.
- D. Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
Correct Answer: A,D 🗳️
In your company, Oracle Service Cloud has workspaces where there aremultiple reports and browser controls embedded for various requirements. You receive a complaint that the initial loading of the workspaces is very slow.
What is the quickest solution to speed up incident workspace loading?
- A. Removing fields in the workspaces
- B. Utilizing workflows and splitting functionality into more than one workspace
- C. Placing objects on different tabs and splitting the loading across multiple tabs
- D. Creating multiple workspaces per business function and assigning to different profiles
Correct Answer: D 🗳️
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