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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_PASSWD_CREATE
B) EGW_SEND_EMAIL_HEADERS
C) EGM_ENABLED
D) EGW_UPDATE_BY_CREATE
E) EGW_PASSWORD_UPDATE_ENABLED

2. Your customer has asked you to create a report that will need to be sent to the executive management. None of the recipients of this report has access to the system, and the same monthly report needs to be delivered toall recipients. The management team changes frequently, and your customer does not want to alter the report schedule after configuration.
Which two steps must be taken after creating the report?

A) Create a schedule record for the report.
B) Upgrade the permissions for the report toinclude the executive team.
C) Send a notification to the executive team that the report is available.
D) Create andadd the distribution list to the schedule.
E) Set up staff accounts for the executive team.
F) Create a dashboard for the report.

3. Which six actions can have a null value?

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

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

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

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

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

Solutions: