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Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Reporting and Analytics | - Standard Reporting Tools
|
| API and Integration | - JavaScript API Events
|
| Service Center Configuration and Setup | - User Authentication and Access
|
| User Interface Customization | - Browser UI Design
|
| Service Processes and Case Management | - Incident and Queue Management
|
Oracle Service Center 2021 Implementation Essentials Sample Questions:
1. Your customer wants to display customized branding information in the login window. Which two options can be used?
A) Use the BRAND_CONTENT_URL configuration setting, which specifies the URL that is used to display content in the content pane of the login page.
B) Use the BRAND_WELCOME_MSG configuration setting, which specifies the welcome message that is displayed on the login page.
C) Use the LOGIN_SECURITY_URL, configuration setting, which specifies the URL that is used to display content in thecontent pane of the login page.
D) Use the LOGIN_SECURITY_MSG configuration setting, which specifies the welcome message that is displayed on the login page.
2. A customer is using standard reports within the analytics module. Which two can be edited in a standard report?
A) graphs
B) column headings
C) schedules
D) non-selectable filters
E) permissions
F) report headings
3. 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.
4. Your customer wants to measure agent performance based on feedback from their end users. If the end users provide negative feedback, their incidents need to be reopened automatically. Which three tasks will fulfill these requirements?
A) Assign a score to the survey questions and set the status field based on the value
B) Set an incident business rule to send the survey
C) Create a transactional survey.
D) Schedule a survey to run on a daily basis.
E) Create a report of survey responses.
F) Create a new queue for unhappy customers.
5. You have a requirement to purge Incidents where the Incidents have not been updated in the last 30days using Data Lifecycle Management. What are the two steps you should do to define a report containing criteria used to purge the records?
A) Add default values to runtime filters if used in the report
B) Remove Primary keys from all tables used in the report
C) Use runtime filters in preference to fixed filters
D) Do not set the deferred execution option
E) Use a drilldown level to filter the top level
F) Set the option to allow switching of data
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C,F | Question # 3 Answer: A,B,C,E,F,H | Question # 4 Answer: B,E,F | Question # 5 Answer: A,B |
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