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Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Integration & Customization | 20% | - Web services and APIs - Agent Desktop customization - Connect integration |
| Topic 2: Configuration | 30% | - Workspace configuration - Profiles and permissions - Custom fields and objects - Navigation sets and menus |
| Topic 3: Business Rules & Automation | 25% | - Business rules and events - Process Designer - Workspace rules - SLA and service intervals |
| Topic 4: Analytics & Administration | 10% | - Security and access control - Maintenance and upgrades - Reports and dashboards |
| Topic 5: Service Management | 15% | - Contact and organization management - Knowledge base setup - Incident management |
Oracle Service Center 2021 Implementation Essentials Sample Questions:
1. Which two components can be edited in a standard report?
A) Graphs
B) Column headings
C) Report headings
D) Schedules
E) Permissions
F) Non-selectable filters
2. Which three statements are true about headers of custom process models?
A) They contain all possible events with the objects.
B) Theycontain the version number of the PHP script.
C) They list only the events that are supported by the code implementation.
D) The header section needs to be uncommented during testing.
E) They contain standard objects only.
F) The header section is always commented.
G) The/QDntain the version number of the Connect Common Object Model.
3. Which three features can be configured in advanced routing?
A) Queue limit
B) Skill time
C) Queue overflow
D) Queue prioritization
E) Skill relaxation
F) Queue segregation
4. You want yoursystem to offer a chat invitation to any customer who spends at least two minutes on a specific web page.
What should you use?
A) business rules
B) configuration settings
C) proactive chat widget
D) syndicate chat widget
5. Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?
A) Select the Chat check box that is associated with an agent's staff account.
B) Configure advanced routing.
C) Selectthe Pull Chat check box in the chat profile.
D) Enable the engagement engine.
E) Select the corresponding pull policy.
Solutions:
| Question # 1 Answer: D,E | Question # 2 Answer: C,E,F | Question # 3 Answer: C,D,E | Question # 4 Answer: D | Question # 5 Answer: C,E |
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