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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Your customer has asked you to create a report that will need to be sent to the executive management. None of the recipients of this report has access to the system, and the same monthly report needs to be delivered toall recipients. The management team changes frequently, and your customer does not want to alter the report schedule after configuration.
Which two steps must be taken after creating the report?

A) Create a schedule record for the report.
B) Create andadd the distribution list to the schedule.
C) Create a dashboard for the report.
D) Upgrade the permissions for the report toinclude the executive team.
E) Set up staff accounts for the executive team.
F) Send a notification to the executive team that the report is available.

2. In a contact center setup, there are certain custom objects, such as Asset Repair records, that the contact center agents should be able to update only when the supervisor creates a record for them. The contact center agents should not beallowed to perform creation and deletion operations.
How can this be done?

A) by creating the Contact CenterAgents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions
B) by configuring settings at the time of creation of the custom object
C) by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object
D) by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object

3. Your customer wants to set a disposition and add a specific standard text item automatically based on a given endpoint within the guided assistant path info response thread. Which two steps are required to complete this request?

A) Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.
B) Use Agent Workflow to populate the disposition and the standard text based on the named event in the guide.
C) Create a named event to file each end point of the guide.
D) Use an Incident Business rule to fire a named event and populate the standard text into the message thread.
E) Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required in the incident workplace.

4. Your customer wants an incident survey to be reopened automatically if it does not meet the minimum score.
Which three actions should you perform to meet this requirement?

A) Assign scores to the survey questions and set the status field based on the responses.
B) Create a transactional survey.
C) Schedule the survey on a daily basis.
D) Create a polling survey.
E) Create a report for the survey scores.
F) Write a business rule to reopen the case.

5. A customer has made some modifications to navigation sets, but agents are not able to see the changes in the console. Which action must you take to ensure the changes reflect in the agent login?

A) Remove the existing navigation sets and reassign them.
B) Check the agent profile for whether the appropriate navigation
C) Select the Reset Navigation Set to Profile Default option.
D) Ask the agent to log in to the application again.

Solutions: