Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| API and Integration | - JavaScript API Events
|
| Service Processes and Case Management | - Agent Productivity Tools
|
| Service Center Configuration and Setup | - Business Rules and Automation
|
| Reporting and Analytics | - Standard Reporting Tools
|
| User Interface Customization | - Browser UI Design
|
Oracle Service Center 2021 Implementation Essentials Sample Questions:
1. 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) Select the Reset Navigation Set to Profile Default option.
B) Remove the existing navigation sets and reassign them.
C) Check the agent profile for whether the appropriate navigation
D) Ask the agent to log in to the application again.
2. 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) Agent scripts
B) Guided assistance
C) Custom process model
D) Business rules
E) Intent guide
3. What are the three different types of pull policy for queues?
A) Standard
B) Advanced
C) Strict Priority
D) Round Robin
E) First Due
F) Manual
4. Your customer would like to send a communication about a product that is applicable only to its user base in the USA.
Which three actions should you perform?
A) Add the report in step (c) to the Audience tab in the Included section.
B) Create a broadcast survey.
C) Create a transactional survey.
D) Create a segment of contacts whose contact home country is USA.
E) Add the segment in step (d) to the Audience tab in the Included section.
F) Create a report of contacts whose contact home
5. Which statement correctly differentiates between a bulk operation and a batch operation?
A) A bulk operation performs the same operation on multiple objects, whereas a batch operation performs multiple operations.
B) A bulk operation performs a single operation, whereas a batch operation performs a single operation on a single object.
C) A bulk operation performs the same operation on a single object, whereas a batch operation performs multiple operations on multiple objects.
D) A bulk operation performs multiple operations on the same object, whereas a batch operation perform the same operation on multiple objects.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C,D | Question # 3 Answer: C,E,F | Question # 4 Answer: B,C,D | Question # 5 Answer: A |
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