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Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Guided Assistance and Automation Tools | - Guided Assistance Configuration
|
| Reporting and Analytics | - Reports and Dashboards
|
| Service Center Configuration | - User Interface and Workspace Setup
|
| SLAs and Service Management | - Service Level Agreements
|
| Business Process Automation | - Workflows and Business Rules
|
Oracle Service Center 2021 Implementation Essentials Sample Questions:
Which two REST API calls can be used to retrieve account information with ID 3?
- A. https://yoursite.domain/services/rest/connect /latest/accounts/ID/3
- B. https://yoursite.domain/services/rest/connect /v1.3/accounts_ID/3
- C. https://yoursite.domain/services/rest/connect /v1.3/accounts/3
- D. https://yoursite.domain/services/rest/connect /latest/accounts/3
- E. https://yoursite.domain/services/rest/connect /latest/accounts_ID/3
- F. https://yoursite.domain/services/rest/connect /v1.3/accounts/ID/3
Correct Answer: A,C 🗳️
You want yoursystem to offer a chat invitation to any customer who spends at least two minutes on a specific web page.
What should you use?
- A. proactive chat widget
- B. configuration settings
- C. business rules
- D. syndicate chat widget
Correct Answer: D 🗳️
A customer has defined Service Intervals at the interface level (Response Requirements) as Monday to Friday (10-17 hours) and at the SLA LI level as Monday to Saturday (10-18 hours) with a response time of 6 hours.
An incident arrives on Friday at 7 PM and is applied to the SLA LI instance.
What is the response due time?
- A. Saturday 4 PM
- B. Saturday 6 PM
- C. Monday 10 AM
- D. Tuesday 11 AM
Correct Answer: A 🗳️
Which two statements are true about chat surveys?
- A. You can create a chat rule to pop up a transactional survey at the end of a chatsession.
- B. You can create a chat rule to email a transactional survey to a customer after a chat session.
- C. You cannot link customer data back to the chat that is submitted.
- D. You can send a chat survey only while a customer is on the chat.
Correct Answer: A,B 🗳️
A customer is unable to see a record in the audit log after running a report. What could be the reason for this?
- A. the Purge settings in the database
- B. the Filters settings of the report
- C. the Expanded Report Audit Log from the Reports Explorer
- D. the permissions of the report
Correct Answer: C 🗳️
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