Oracle 1Z0-1038-21 Q&A - in .pdf

  • 1Z0-1038-21 pdf
  • Exam Code: 1Z0-1038-21
  • Exam Name: Oracle Service Center 2021 Implementation Essentials
  • Updated: Sep 28, 2026
  • Q & A: 95 Questions and Answers
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  • Updated: Sep 28, 2026
  • Q & A: 95 Questions and Answers
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  • Exam Code: 1Z0-1038-21
  • Exam Name: Oracle Service Center 2021 Implementation Essentials
  • Updated: Sep 28, 2026
  • Q & A: 95 Questions and Answers
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Oracle 1Z0-1038-21 Exam Syllabus Topics:

SectionObjectives
Topic 1: SLAs and Service Management- Service Level Agreements
  • 1. Service intervals and escalation logic
    • 2. SLA configuration and response times
      Topic 2: Service Center Configuration- User Interface and Workspace Setup
      • 1. Workspace configuration and customization
        • 2. Browser UI limitations and capabilities
          Topic 3: Reporting and Analytics- Reports and Dashboards
          • 1. Standard report configuration
            • 2. Performance reporting optimization
              Topic 4: Guided Assistance and Automation Tools- Guided Assistance Configuration
              • 1. Guided workflows and scripts
                • 2. Knowledge and answer integration
                  Topic 5: Business Process Automation- Workflows and Business Rules
                  • 1. Workflow design principles
                    • 2. Incident automation and routing

                      Oracle Service Center 2021 Implementation Essentials Sample Questions:

                      Question #1

                      What are three required sections for Custom Process Models?

                      • A. Test script
                      • B. Code containing custom business logic
                      • C. Code containing integration with externalsystems
                      • D. Test harness
                      • E. Footer
                      • F. Header
                      Reveal Solution  Discussion  0

                      Correct Answer: B,D,F  🗳️

                      Question #2

                      Which four statements are true about reports?

                      • A. Reports are not common across the interface.
                      • B. Reports must be exportedmanually in all interfaces.
                      • C. All the permissions from an imported report remain unchanged after an export.
                      • D. Published reports can be modified.
                      • E. After a report is published, the report data remains unchanged even as the knowledge baseis updated.
                      • F. The owner of a report remains the same even if the report is imported by some other user.
                      • G. Reports are shared between interfaces.
                      Reveal Solution  Discussion  0

                      Correct Answer: A,B,C,D  🗳️

                      Question #3

                      You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?

                      • A. Create the standard text with the current address and phone numbers.
                      • B. Update the standard text with the changed address and phone numbers.
                      • C. Update customfields with the changed address and phone numbers.
                      • D. Update variables with the changed address and phone numbers.
                      • E. Create custom fields for the address and phone numbers.
                      • F. Create variables with the current address and phone numbers.
                      Reveal Solution  Discussion  0

                      Correct Answer: A,B  🗳️

                      Question #4

                      Which setup sequence is usedto give permissions to an individual to access an application?

                      • A. None. No sequence is required.
                      • B. Profile > Navigation set > Staff Account
                      • C. Staff Account > Profile > Navigation set
                      • D. Navigation set > Profile > Staff Account
                      Reveal Solution  Discussion  0

                      Correct Answer: B  🗳️

                      Question #5

                      You are working oncomplete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
                      What are the two options that you would suggest to streamline this contact center training program?

                      • A. Intent guide
                      • B. Guided assistance
                      • C. Business rules
                      • D. Custom process model
                      • E. Agent scripts
                      Reveal Solution  Discussion  0

                      Correct Answer: C,D  🗳️

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