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Updated: Sep 14, 2026
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Oracle 1Z0-1038-21 Exam Overview:
| Certification Vendor: | Oracle |
|---|---|
| Exam Name: | Oracle Service Center 2021 Implementation Essentials |
| Exam Number: | 1Z0-1038-21 |
| Available Languages: | English |
| Passing Score: | 62% |
| Related Certifications: | Oracle Service Cloud Cross-Channel Contact Center |
| Real Exam Qty: | 58 |
| Exam Duration: | 90 minutes |
| Certificate Validity Period: | Retired since May 31, 2022 |
| Exam Price: | USD 245 |
| Exam Format: | Multiple Choice, Multiple Select |
| Recommended Training: | Oracle Service Center 2021 Implementation Training |
| Exam Registration: | Pearson VUE Oracle Oracle University |
| Sample Questions: | Oracle 1Z0-1038-21 Sample Questions |
| Exam Way: | Online proctored or onsite at Pearson VUE test centers |
| Pre Condition: | No mandatory prerequisites; practical implementation experience recommended |
| Official Syllabus URL: | https://education.oracle.com/oracle-service-center-2021-certified-implementation-specialist/trackp_OSASCC2021OPN |
Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Business Rules & Automation | 25% | - Process Designer - Business rules and events - SLA and service intervals - Workspace rules |
| Topic 2: Analytics & Administration | 10% | - Reports and dashboards - Security and access control - Maintenance and upgrades |
| Topic 3: Service Management | 15% | - Knowledge base setup - Incident management - Contact and organization management |
| Topic 4: Configuration | 30% | - Workspace configuration - Navigation sets and menus - Profiles and permissions - Custom fields and objects |
| Topic 5: Integration & Customization | 20% | - Agent Desktop customization - Connect integration - Web services and APIs |
Oracle Service Center 2021 Implementation Essentials Sample Questions:
Which four view modes are available in the Report Editor?
- A. Report View
- B. Design View
- C. Data Set View
- D. Layout View
- E. Database View
- F. Graphical View
Correct Answer: A,B,C,D 🗳️
What would you use for repetitive text with a single point of maintenance for any changes tothe text?
- A. Custom object field
- B. Merge field
- C. Custom field
- D. Variable
Correct Answer: D 🗳️
Which three actions can a guide branch out to?
- A. Calling an add-in
- B. Calling a URL
- C. Inserting another guide
- D. Creating anincident
- E. Firing a named event
Correct Answer: B,C,E 🗳️
A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for follow up:#120728-000001 A member of our support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it." Which two actions will allow you to identify the correct message base item if you did not know which message base you need to edit? (Choose two.)
- A. Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
- B. Run a message base report and search for the text string you want to change.
- C. Submit an incident to customer care.
- D. Look for the message in the receipt email body.
Correct Answer: A,D 🗳️
An agent tries to open an incident from his or her recent items.
Which three components determine what appears to the agent on opening an incident record?
- A. Profile navigation assignment
- B. Profile functionalpermissions
- C. Workspace rules
- D. Profile workspace assignment
- E. SLAs
- F. Configuration settings
Correct Answer: A,B,D 🗳️
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