Oracle 1Z0-1038-21 : Oracle Service Center 2021 Implementation Essentials

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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which three statements are true about Service Level Agreements?

A) They enable you to set the reports that are visible to an agent.
B) They enable you to restrict the number of incidents raised by end users through various channels.
C) They enable you to set a timeline for an agent to respond to an incident.
D) They enable you to specify the duration for which an incident can be kept in waiting status.
E) They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.
F) They enable you torestrict what agents can view as part of navigation on the console.

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

3. Which statement correctly differentiates between a bulk operation and a batch operation?

A) A bulk operation performs a single operation, whereas a batch operation performs a single operation on a single object.
B) A bulk operation performs the same operation on a single object, whereas a batch operation performs multiple operations on multiple objects.
C) A bulk operation performs multiple operations on the same object, whereas a batch operation perform the same operation on multiple objects.
D) A bulk operation performs the same operation on multiple objects, whereas a batch operation performs multiple operations.

4. Which six actions initiate the business rules engine to run their configured logic?

A) An agent edits contacts, incidents, organizations, or tasks.
B) A customer adds more information to their incident via the end-user pages.
C) An administrator compiles the rules engine.
D) An agent edits an opportunity.
E) An agent creates or edits an answer.
F) The rules engine is updated.
G) A customerupdates contact details via the end-user pages.
H) An agent runs an incident report.
I) An agentviews the rule log.
J) A customer creates an incident in the end user portal.

5. Which is a sample object query?

A) SELECT Incident.ReferenceNumber, Incident.PrimaryContact-Contact.* FROM Incident;
B) SELECT C.Name.First FROM Contact C WHERE C.Name.First like ,C%';
C) SELECT ID FROM Contact WHERE Contact-Name.First like 'Chris' ANDContact.Address.City='Bozeman';
D) SELECT 0.Contacts FROM Organization O WHERE O-ID = 1;

Solutions: