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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

Question 1

Your customer has "Gold" level SLAs being applied to certain organizations according to organization rules.
After six months, the business decides to change the response time: instead of responding in 24 hours your agents needto respond within eight business hours.
You modify the "Gold" SLA to reflect this change but you notice that the SLA reports are still using a 24-hour response time.
Based on this scenario, which statement is correct?

A. Your site has been corrupted with the "Gold" SLA.
B. You have not activated the rules so the updated SLAs are not being applied.
C. Updating the SLA will not automatically update the organization's SLA instance.
D. The SLA reports will need to be modified to use the new SLA.

Question 2

Which three elements are available for workflow design on the Insert ribbon?

A. Decision
B. Terminate
C. Restart
D. Set Fields
E. Return

Question 3

You find that the chat agent is not receiving chat messages, even though the agent is logged in. Which two actions can help resolve this problem?

A. Clicking Request Chat on the Live Media bar
B. Fixing the chat workspace
C. Configuring advanced routing
D. Requesting Chat from File > Options > View Options
E. Deselecting the Pull Chat check box in the agent's profile

Question 4

An agent is assigned a profile PI that is configured with three incident queues: q1, q2, and q3, and the pull policy is set to Manual. Which statement is true?

A. Agents will get incidents only from the ql queue.
B. Agents cannot use the Fill Inbox functionality because the pull policy is manual.
C. Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.
D. Agents can use the Fill Inbox functionality to select any of the three queues.

Question 5

Which statement is true about the JavaScript API?

A. It Is available as JavaScript objectsand can be exposed through browser controls in a workspace.
B. It comes with in-built exception handling.
C. It is available when you use the Connect Common Object Model CCOM for API operations.
D. It cannot be used in Custom Object workspaces.

Solutions: