Exam Name: Oracle Service Center 2021 Implementation Essentials
Certification Provider: Oracle
Corresponding Certification: Oracle Service Cloud Cross-Channel Contact Center
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Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Guided Assistance and Automation Tools | - Guided Assistance Configuration
|
| Topic 2: SLAs and Service Management | - Service Level Agreements
|
| Topic 3: Service Center Configuration | - User Interface and Workspace Setup
|
| Topic 4: Business Process Automation | - Workflows and Business Rules
|
| Topic 5: Reporting and Analytics | - Reports and Dashboards
|
Oracle Service Center 2021 Implementation Essentials Sample Questions:
Which two components can be edited in a standard report?
- A. Non-selectable filters
- B. Report headings
- C. Permissions
- D. Column headings
- E. Schedules
- F. Graphs
Correct Answer: C,E 🗳️
You are creating custom fields and enter a column name. However, you receive an error when you try to save it.
Identify three reasons for this.
- A. Thecolumn name contains a dollar symbol.
- B. The column name contains a punctuation.
- C. The column name starts with a lowercase alphabet.
- D. The column name contains a space.
- E. The column name contains an underscore.
- F. The column name starts with a number.
Correct Answer: A,D,F 🗳️
A customer is using standard reports within the analytics module. Which two can be edited in a standard report?
- A. schedules
- B. non-selectable filters
- C. report headings
- D. permissions
- E. column headings
- F. graphs
Correct Answer: A,C 🗳️
Which two statements are true about chat surveys?
- A. You can create a chat rule to email a transactional survey to a customer after a chat session.
- B. You can send a chat survey only while a customer is on the chat.
- C. You can create a chat rule to pop up a transactional survey at the end of a chatsession.
- D. You cannot link customer data back to the chat that is submitted.
Correct Answer: A,C 🗳️
A client requires you to set up chat and email as unlimited for an SLA. What must you do?
- A. Enter the value "Unlimited" in the chat and email fields.
- B. Use the default values.
- C. Leave both the chat and email fields limit as blank.
- D. Enter zero as the initial value for both fields.
Correct Answer: D 🗳️
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