Oracle 1Z0-1038-21 : Oracle Service Center 2021 Implementation Essentials

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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

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

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

2. When an incident is opened, your customerwants to have different workspaces opened based on the products selected in the "Ask a Question" form on the Customer Portal pages.
Which three elements are necessary to design the workflow?

A) Set Fields
B) Load
C) Decision
D) Entry Point
E) Workspace
F) Return

3. Your customer has designed a guideto explain in detail to end users how to apply for a career guidance program. The customer wants this guide to be placed on the Customer Portal pages and a survey to be opened when an option in this guide is selected.
Which survey type would you use?

A) Polling survey
B) Website link survey
C) Broadcast survey
D) Transactional survey in rules

4. Which setup sequence is usedto give permissions to an individual to access an application?

A) Navigation set > Profile > Staff Account
B) Staff Account > Profile > Navigation set
C) None. No sequence is required.
D) Profile > Navigation set > Staff Account

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

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

Solutions: