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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. 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) Look for the message in the receipt email body.
C) Submit an incident to customer care.
D) Run a message base report and search for the text string you want to change.

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

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

3. Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?

A) If a contact record does not exist, creating a contact record as captured by an agent from customers
B) Capturingall incident-associated CO data from customers
C) Allowing an agent to switch between workspaces by clicking the "Select Workspace" button
D) Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier
E) If a contact record exists, loading details from the contact found in the incident workspace

4. How can you enable add-ins to run locally without uploading it to theserver?

A) Configuration > Staff Management > Profiles > Required Profile > Select Developer Mode.
B) Configuration > Site Configuration> Addin Manager > Required Profile > Select Developer Mode.
C) Configuration > Staff Management > Profiles > Required Profile > Interfaces tab, Addin tab > Select Developer Mode.
D) Configuration > Site Configuration > Addin Manager > Required Profile > Interfaces > Select Developer Mode.

5. How frequently does Oracle release a new version of a product?

A) Every month
B) Once in four months
C) Once in six months
D) Once in three months

Solutions: