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Instant Download Oracle : 1Z0-1038-21 Questions & Answers as PDF & Test Engine
- Exam Code: 1Z0-1038-21
- Exam Name: Oracle Service Center 2021 Implementation Essentials
- Updated: Jul 21, 2026
- No. of Questions: 95 Questions and Answers
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Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Integration & Customization | 20% | - Web services and APIs - Connect integration - Agent Desktop customization |
| Service Management | 15% | - Contact and organization management - Incident management - Knowledge base setup |
| Configuration | 30% | - Custom fields and objects - Workspace configuration - Profiles and permissions - Navigation sets and menus |
| Business Rules & Automation | 25% | - SLA and service intervals - Workspace rules - Process Designer - Business rules and events |
| Analytics & Administration | 10% | - Security and access control - Maintenance and upgrades - Reports and dashboards |
Oracle Service Center 2021 Implementation Essentials Sample Questions:
1. What would you use for repetitive text with a single point of maintenance for any changes tothe text?
A) Custom field
B) Merge field
C) Variable
D) Custom object field
2. You want yoursystem to offer a chat invitation to any customer who spends at least two minutes on a specific web page.
What should you use?
A) configuration settings
B) syndicate chat widget
C) business rules
D) proactive chat widget
3. A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?
A) The profile to which the agent is assigned does not have a navigation set assigned.
B) The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.
C) The profile to which the agent is assigned does not have the Interface Access checkbox selected.
D) The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
E) The profile to which the agent is assigned does not have the incident workspace assigned.
4. Which three statements are true about Service Level Agreements?
A) They enable you torestrict what agents can view as part of navigation on the console.
B) They enable you to set the reports that are visible to an agent.
C) They enable you to restrict the number of incidents raised by end users through various channels.
D) They enable you to set a timeline for an agent to respond to an incident.
E) They enable you to specify the duration for which an incident can be kept in waiting status.
F) They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.
5. Which is an invalid data type?
A) Text area
B) Integer
C) Text field
D) Float
E) Radio
F) Menu
G) Date/time
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: D,E,F | Question # 5 Answer: E |
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