Exam Code: 1Z0-1038-21
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:

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

                      Oracle Service Center 2021 Implementation Essentials Sample Questions:

                      Your customer wants to measure agent performance based on feedback from their end users. If the end users provide negative feedback, their incidents need to be reopened automatically. Which three tasks will fulfill these requirements?

                      • A. Create a new queue for unhappy customers.
                      • B. Assign a score to the survey questions and set the status field based on the value
                      • C. Set an incident business rule to send the survey
                      • D. Create a transactional survey.
                      • E. Schedule a survey to run on a daily basis.
                      • F. Create a report of survey responses.
                      Answer: A,C,F

                      How can you set a preference that is local to your machine?

                      • A. By selecting File > Configuration
                      • B. By selecting File > Options
                      • C. By selecting Navigation pane > Configuration > Staff Management > Profiles
                      • D. By selecting File > Settings
                      Answer: B

                      Your customer specifies five requirements.
                      Which three requirements can be fulfilled by using workflows?

                      • A. If a contact record does not exist, creating a contact record as captured by an agent from customers
                      • B. Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier
                      • C. If a contact record exists, loading details from the contact found in the incident workspace
                      • D. Capturingall incident-associated CO data from customers
                      • E. Allowing an agent to switch between workspaces by clicking the "Select Workspace" button
                      Answer: A,C,D

                      Which four types are used by incidents queues?

                      • A. Round Robin (All)
                      • B. Advanced Routing
                      • C. Standard
                      • D. FIFO
                      • E. Round Robin (Logged In)
                      • F. LIFO
                      • G. Quick
                      Answer: A,B,C,E

                      In your company, Oracle Service Cloud has workspaces where there aremultiple reports and browser controls embedded for various requirements. You receive a complaint that the initial loading of the workspaces is very slow.
                      What is the quickest solution to speed up incident workspace loading?

                      • A. Utilizing workflows and splitting functionality into more than one workspace
                      • B. Placing objects on different tabs and splitting the loading across multiple tabs
                      • C. Creating multiple workspaces per business function and assigning to different profiles
                      • D. Removing fields in the workspaces
                      Answer: C

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