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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. 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) Create a transactional survey.
D) Set an incident business rule to send the survey
E) Schedule a survey to run on a daily basis.
F) Create a report of survey responses.

2. Which three requirements can be implemented by using workspace rules?

A) Prompting a customer care executive to dynamically open a guide
B) Triggering escalation mails to the manager after the escalation time is over
C) Calling a CPM script
D) Dynamically setting the URL for browser control
E) Calling an add-in

3. What are the three different types of pull policy for queues?

A) Manual
B) First Due
C) Round Robin
D) Strict Priority
E) Advanced
F) Standard

4. Which Oracle Service Cloud capability can assign chats based on language and product skills?

A) Advanced routing
B) Syndicated chat
C) Engagement engine
D) Business rules

5. Which three options are not supported in a Browser User Interface workspace?

A) Any site trying to navigate to a top-level page will not be rendered.
B) Any site which does not want to be embedded insidean iframe will not be rendered.
C) The ability to view the visitor browser history in the Agent Browser User Interface is not supported.
D) Theauthorization of Knowledge Foundation (Answer Workspace) in the Browser User Interface workspace is not supported.
E) The mixing of HTTP and HTTPS is not supported because i is a security violation.

Solutions: