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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

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

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

2. Which three statements are true about navigation sets?

A) Using navigation sets,you can configure which quick search reports can be seen.
B) Using navigation sets, you can define what new objects can be created by using the File menu.
C) Using navigation sets, you can configure whether to show the Recent Items navigation pane or not.
D) The same navigation set can be set for different interfaces.
E) Using navigation sets, you can define what quick links can be seen when navigating File > Link.
F) Using navigation sets, you can configure whether to show the Home navigation pane or not.

3. 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) Configuration settings
B) Profile functionalpermissions
C) SLAs
D) Profile navigation assignment
E) Profile workspace assignment
F) Workspace rules

4. Which three requirements can be implemented by using workspace rules?

A) Calling a CPM script
B) Dynamically setting the URL for browser control
C) Triggering escalation mails to the manager after the escalation time is over
D) Prompting a customer care executive to dynamically open a guide
E) Calling an add-in

5. Your customer wants to measure agent performance based on feedback from their end users. If the end users provide negative feedback, their incidents need to be reopened automatically. Which three tasks will fulfill these requirements?

A) Assign a score to the survey questions and set the status field based on the value
B) Create a new queue for unhappy customers.
C) Create a transactional survey.
D) Set an incident business rule to send the survey
E) Schedule a survey to run on a daily basis.
F) Create a report of survey responses.

Solutions: