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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which four types are used by incidents queues?

A) LIFO
B) Round Robin (Logged In)
C) Round Robin (All)
D) Quick
E) FIFO
F) Standard
G) Advanced Routing

2. A customer is trying to import guides and a definition file from another interface and receives an error: "The response node cannot be added as it would exceed the maximum amount of 2048 response nodes the guide can have.
What action must betaken to fix this?

A) Navigate to one of the superior nodes and remove most of the nodes, keeping the same unique identifier.
B) Increase the maximum number of response nodes in the configuration.
C) Make sure guided assistance is enabled in another interface.
D) Make sure the guide definition file does not include anyhash value while importing it.

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

4. Which two statements are true about chat surveys?

A) You can create a chat rule to email a transactional survey to a customer after a chat session.
B) You can send a chat survey only while a customer is on the chat.
C) You cannot link customer data back to the chat that is submitted.
D) You can create a chat rule to pop up a transactional survey at the end of a chatsession.

5. A customer is unable to see a record in the audit log after running a report. What could be the reason for this?

A) the Purge settings in the database
B) the Filters settings of the report
C) the Expanded Report Audit Log from the Reports Explorer
D) the permissions of the report

Solutions: