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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

Question 1

You make some changes to your message template and deployit globally, but the deployed status continues to show as pending.
What would you do to resolve this?

A. Enable the global template.
B. Validate the template.
C. Accept the changes.
D. Save the deployment.

Question 2

Your customer wants an incident survey to be reopened automatically if it does not meet the minimum score.
Which three actions should you perform to meet this requirement?

A. Create a polling survey.
B. Create a report for the survey scores.
C. Assign scores to the survey questions and set the status field based on the responses.
D. Schedule the survey on a daily basis.
E. Create a transactional survey.
F. Write a business rule to reopen the case.

Question 3

You find that the chat agent is not receiving chat messages, even though the agent is logged in. Which two actions can help resolve this problem?

A. Fixing the chat workspace
B. Clicking Request Chat on the Live Media bar
C. Deselecting the Pull Chat check box in the agent's profile
D. Configuring advanced routing
E. Requesting Chat from File > Options > View Options

Question 4

Your customer wants to set a disposition and add a specific standard text item automatically based on a given endpoint within the guided assistant path info response thread. Which two steps are required to complete this request?

A. Use an Incident Business rule to fire a named event and populate the standard text into the message thread.
B. Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required in the incident workplace.
C. Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.
D. Use Agent Workflow to populate the disposition and the standard text based on the named event in the guide.
E. Create a named event to file each end point of the guide.

Question 5

You want to ensure that some specific content in messages can be hidden for seme messages. What would you use to meet this requirement?

A. Merge fields
B. Custom fields
C. Conditional fields
D. Incident thread fields

Solutions: