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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: Reporting and Analytics | - Reports and Dashboards
|
| Topic 3: SLAs and Service Management | - Service Level Agreements
|
| Topic 4: Service Center Configuration | - User Interface and Workspace Setup
|
| Topic 5: Business Process Automation | - Workflows and Business Rules
|
Oracle Service Center 2021 Implementation Essentials Sample Questions:
You make some changes to a message template.
Which statement is true about applying this change acrossmultiple interfaces?
- A. You need to copy and paste the source code across the multiple interfaces.
- B. The change is reflected across all interfaces by default.
- C. You need to use the export and import option.
- D. You need to re-create the message templateacross the multiple interfaces.
Correct Answer: A 🗳️
Which six actions can have a null value?
- A. Set SLAs
- B. Set Assigned
- C. Set Queue
- D. Set Disposition
- E. Set Product
- F. Set Fields
- G. Set Mailbox
- H. Set Category
- I. Set Status
- J. Set Agent
Correct Answer: A,C,D,F,G 🗳️
Examine these functions:
f1- apply() f2 - setup(), f3 - validate(), f4 - cleanup(), f5- fetchObject() What is the correct sequence of execution of these functions during customprocesses testing?
- A. f1, f2, f4, f3, f5
- B. f2, f5, f1, f3, f4
- C. f5, f2, f3, f4, f1
- D. f1, f2, f5, f3, f4
- E. f2, f5, f3, f1, f4
Correct Answer: E 🗳️
Which four types are used by incidents queues?
- A. Round Robin (All)
- B. FIFO
- C. Standard
- D. Advanced Routing
- E. Round Robin (Logged In)
- F. Quick
- G. LIFO
Correct Answer: A,C,D,E 🗳️
A customer is using a service level agreement (SLA) to calculate resolution due dates automatically when an SLAinstance is added to an incident. What setup is required for resolution due calculations?
- A. Create a custom incident milestones report and add it to a custom incident workspace
- B. Define default response requirements.
- C. Add all the holidays observed by your organization.
- D. Use business rules to automatically calculate dates
Correct Answer: A 🗳️
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