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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. When a new customer submits an incident via email, they get a message with a user ID and password, similar to the content below:
An account has been created for you with the following User ID and Password:
User ID: [email protected]
Password: o2UdlJ8d
An agent wants to disable the message being sent when a customer submits an incident via email.
Which option must be enabled to achieve this?

A) EGW_UPDATE_BY_CREATE
B) EGM_ENABLED
C) EGW_PASSWD_CREATE
D) EGW_PASSWORD_UPDATE_ENABLED
E) EGW_SEND_EMAIL_HEADERS

2. A customer is trying to import guides and a definition file from another interface and receives an error: "The response node cannot be added as it would exceed the maximum amount of 2048 response nodes the guide can have.
What action must betaken to fix this?

A) Make sure guided assistance is enabled in another interface.
B) Increase the maximum number of response nodes in the configuration.
C) Make sure the guide definition file does not include anyhash value while importing it.
D) Navigate to one of the superior nodes and remove most of the nodes, keeping the same unique identifier.

3. A malfunctioning add-in can prevent the Service Console from functioning properly. It can also block administrators from logging in to the system to remove the malfunctioning add-in. Whichtwo actions will remove the malfunctioning add-in?

A) Exit the administration interface without completing the normal logout process.
B) Log out of the interface and log in again.
C) View the add-in's log files and rectify the issue.
D) Use Safe mode when logging in to the application.

4. 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

5. You are working oncomplete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?

A) Business rules
B) Agent scripts
C) Guided assistance
D) Custom process model
E) Intent guide

Solutions: