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

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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which three functions are not part of the math group of functions?

A) power
B) lower
C) to_number
D) bitand
E) floor
F) ceiling
G) rand
H) length
I) truncate
J) round

2. Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.

A) The script beginning and ending buttons are not enabled for the script pages.
B) The agents are not able to get to the pages where they can end the script.
C) No exit or finished event is being triggered on the script pages.
D) No return events are listed in the incident workflow forthe script to use.

3. Which five actions should you performto configure advanced routing?

A) Create and activate a rule to route incidents to the advanced routing incident queue.
B) Assign advanced routing permissions to a profile.
C) Define products and categories.
D) Assign guided assistance permission to a profile.
E) Configure collaboration with external users who are not agent desktop users.
F) Add product and category fields to the Live Help page of the Customer Portal.
G) Create an advanced routing incident queue.
H) Add Access Control to a navigation set.

4. A client requires you to set up chat and email as unlimited for an SLA. What must you do?

A) Leave both the chat and email fields limit as blank.
B) Use the default values.
C) Enter the value "Unlimited" in the chat and email fields.
D) Enter zero as the initial value for both fields.

5. Which three features can be configured in advanced routing?

A) Queue limit
B) Queue segregation
C) Skill relaxation
D) Skill time
E) Queue overflow
F) Queue prioritization

Solutions: