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Oracle 1z0-1038-22 Exam Syllabus Topics:
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NEW QUESTION 32
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 Agent Workflow to populate the disposition and the standard text based on the named event in the guide.
- D. Create a named event to file each end point of the guide.
- E. Use an Incident Business rule to fire a named event and populate the standard text into the message thread.
Answer: A,D
NEW QUESTION 33
Which two events can trigger Custom Process Models?
- A. Load
- B. Update
- C. Refresh
- D. OnSaveComplete
- E. Create
Answer: B,E
NEW QUESTION 34
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 switch between workspaces by clicking the "Select Workspace" button
- C. If a contact record exists, loading details from the contact found in the incident workspace
- D. 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
- E. Capturing all incident-associated CO data from customers
Answer: A,C,E
NEW QUESTION 35
Which three functions are not part of the math group of functions?
- A. power
- B. ceiling
- C. rand
- D. round
- E. floor
- F. length
- G. lower
- H. bitand
- I. to_number
- J. truncate
Answer: F,G,I
NEW QUESTION 36
Which six actions initiate the business rules engine to run their configured logic?
- A. A customer adds more information to their incident via the end-user pages.
- B. The rules engine is updated.
- C. An agent edits an opportunity.
- D. A customer creates an incident in the end user portal.
- E. A customer updates contact details via the end-user pages.
- F. An agent creates or edits an answer.
- G. An agent runs an incident report.
- H. An agent views the rule log.
- I. An administrator compiles the rules engine.
- J. An agent edits contacts, incidents, organizations, or tasks.
Answer: A,B,F,G,I,J
NEW QUESTION 37
A customer is trying to import a report when the following error occurs:
"The selected Report Definition File is not a valid file exported by the Report Designer Export function, or the exported file has been modified." Which two options will resolve this error?
- A. Reduce the picture scale of the report.
- B. Check the customized regional and language settings of your workstation or personal computer.
- C. Check if the exported file was generated by a product version that is older than the existing product version.
- D. Update the hash value to match the hash declared at the end of the file.
Answer: B,C
NEW QUESTION 38
For which three reasons should you recommend using workflows?
- A. They can sort incidents raised by a contact.
- B. They promote efficiency.
- C. They reduce human error.
- D. They guide agents through complex customer interactions and data updates.
- E. They help customers find relevant knowledge answers.
Answer: B,C,D
NEW QUESTION 39
Which three features can be configured in advanced routing?
- A. Queue overflow
- B. Queue prioritization
- C. Queue segregation
- D. Skill time
- E. Skill relaxation
- F. Queue limit
Answer: A,B,E
NEW QUESTION 40
Your customer has asked you to create a report that shows all the incident should show the following columns:
1. The number of incidents opened in the past month
2. The number of incidents opened in the past week
3. The number of incidents opened in the past day
Which two functions are needed in the expressions to create the three columns?
- A. AVG
- B. SUM
- C. IF
- D. NVL
- E. DECODE
Answer: B,D,E
NEW QUESTION 41
Your customer wants an incident survey to be reopened automatically if it does not meet the minimum score.
Which three actions should you perform to meet this requirement?
- A. Assign scores to the survey questions and set the status field based on the responses.
- B. Write a business rule to reopen the case.
- C. Create a polling survey.
- D. Create a report for the survey scores.
- E. Schedule the survey on a daily basis.
- F. Create a transactional survey.
Answer: A,B,F
NEW QUESTION 42
You make some changes to your message template and deploy it globally, but the deployed status continues to show as pending.
What would you do to resolve this?
- A. Save the deployment.
- B. Validate the template.
- C. Accept the changes.
- D. Enable the global template.
Answer: A
NEW QUESTION 43
What are three required sections for Custom Process Models?
- A. Footer
- B. Code containing integration with external systems
- C. Header
- D. Test script
- E. Test harness
- F. Code containing custom business logic
Answer: C,E,F
NEW QUESTION 44
Which three events are available with the JavaScript API?
- A. onsaveclose ()
- B. onrefresh()
- C. ondataupdated()
- D. onbeforesave ()
- E. aftersave()
- F. enclose ()
Answer: C,D,F
NEW QUESTION 45
Which option should you use to create or configure queues?
- A. Configuration > Application Appearance > Customizable Menus > Custom Menus
- B. Configuration > Application Appearance >Customizable Menus > System Menus
- C. Configuration > Site Configuration > Configuration Settings
- D. Configuration > Site Configuration > Message Bases
Answer: B
NEW QUESTION 46
When an incident is opened, your customer wants to have different workspaces opened based on the products selected in the "Ask a Question" form on the Customer Portal pages.
Which three elements are necessary to design the workflow?
- A. Workspace
- B. Entry Point
- C. Return
- D. Load
- E. Set Fields
- F. Decision
Answer: A,B,F
NEW QUESTION 47
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. Ask the agent to log in to the application again.
- B. Select the Reset Navigation Set to Profile Default option.
- C. Remove the existing navigation sets and reassign them.
- D. Check the agent profile for whether the appropriate navigation
Answer: B
NEW QUESTION 48
In a contact center setup, there are certain custom objects, such as Asset Repair records, that the contact center agents should be able to update only when the supervisor creates a record for them. The contact center agents should not be allowed to perform creation and deletion operations.
How can this be done?
- A. by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object
- B. by configuring settings at the time of creation of the custom object
- C. by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object
- D. by creating the Contact Center Agents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions
Answer: C
NEW QUESTION 49
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 amending the Site Configuration > Configuration Settings value.
- B. Because the system default is 15 minutes, it cannot be changed.
- C. You can change the default value to 60 minutes by using File > Options > Session Expiration.
- D. You can change the default value to 60 minutes by using Site Configuration > Session Timeout.
Answer: A
NEW QUESTION 50
Which two statements are true about mailboxes?
- A. Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.
- B. Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.
- C. The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.
- D. Techmail is responsible for pulling emails from single or multiple mailboxes.
- E. The Dbtstatus utility is responsible for having incidents created after an email is sent to the Service Cloud mailbox.
Answer: C,D
NEW QUESTION 51
How many rows can be returned by a tabular query?
- A. 0
- B. 1
- C. Unlimited
- D. 2
- E. 3
Answer: D
NEW QUESTION 52
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