Oracle Service Center 2021 Implementation Essentials - 1Z0-1038-21

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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. What are three required sections for Custom Process Models?

A) Header
B) Code containing integration with externalsystems
C) Footer
D) Test script
E) Code containing custom business logic
F) Test harness

2. The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which statement is true?

A) You can change the default value to 60 minutes by using File > Options > Session Expiration.
B) Because the system default is 15 minutes, it cannot be changed.
C) You can change the default value to 60 minutes by amending the Site Configuration > Configuration Settings value.
D) You can change the default value to 60 minutes by using Site Configuration > Session Timeout.

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 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.
C) Use an Incident Business rule to fire a named event and populate the standard text into the message thread.
D) Use Agent Workflow to populate the disposition and the standard text based on the named event in the guide.
E) Create a named event to file each end point of the guide.

4. A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?

A) The profile to which the agent is assigned does not have the incident workspace assigned.
B) The profile to which the agent is assigned does not have a navigation set assigned.
C) The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.
D) The profile to which the agent is assigned does not have the Interface Access checkbox selected.
E) The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.

5. You want to ensure that some specific content in messages can be hidden for seme messages. What would you use to meet this requirement?

A) Conditional fields
B) Incident thread fields
C) Merge fields
D) Custom fields

Solutions: