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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which six actions can have a null value?

A) Set Status
B) Set Queue
C) Set Agent
D) Set Fields
E) Set Mailbox
F) Set Disposition
G) Set SLAs
H) Set Assigned
I) Set Category
J) Set Product

2. Which two statements are true when working with add-ins in a Custom Object workspace?

A) It is not possible to automate anything by using an add-in framework in a Custom Object workspace.
B) IGenericObject is the interface that is available with the add-in API for custom objects.
C) Using the record context, you can obtain an instance of a custom object by passing the package name and object name.
D) You cannot obtain a custom object instance directly by using the add-in API. You need to use the Connect web service for SOAP again for the, same.
E) IGenericObject is the interface that is available with the Connect Common Object Model (CCOM) API for custom objects.

3. Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?

A) Select the corresponding pull policy.
B) Configure advanced routing.
C) Selectthe Pull Chat check box in the chat profile.
D) Enable the engagement engine.
E) Select the Chat check box that is associated with an agent's staff account.

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

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

5. A customer is using standard reports within the analytics module. Which two can be edited in a standard report?

A) graphs
B) schedules
C) non-selectable filters
D) column headings
E) report headings
F) permissions

Solutions: