Oracle Service Center 2020 Implementation Essentials : 1Z0-1038-20

  • Exam Code: 1Z0-1038-20
  • Exam Name: Oracle Service Center 2020 Implementation Essentials
  • Updated: Oct 10, 2026
  • Q & A: 73 Questions and Answers

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Oracle 1Z0-1038-20 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Testing and Deployment10%- Implementation Lifecycle
  • 1. Migration and Deployment
  • 2. Testing Procedures
  • 3. Production Readiness
Topic 2: Business Rules and Automation20%- Process Automation
  • 1. Workflows
  • 2. Business Rules
  • 3. Escalation Management
Topic 3: Configuration and Administration20%- Workspace and User Interface Configuration
  • 1. Navigation Sets
  • 2. Workspaces and Scripts
  • 3. Profiles and Permissions
Topic 4: Queues and Assignments15%- Work Distribution
  • 1. Assignment Rules
  • 2. Queue Management
  • 3. Routing Configuration
Topic 5: Reporting and Analytics10%- Report Design and Management
  • 1. Dashboards and Analytics
  • 2. Standard Reports
  • 3. Custom Reports
Topic 6: Customer and Agent Interaction Management15%- Communication Channels
  • 1. Incident Management
  • 2. Chat and Email Management
  • 3. Customer Portal Processes
Topic 7: Oracle Service Center Overview10%- Oracle B2C Service Architecture
  • 1. Core Service Center Components
  • 2. Navigation and Interface Overview

1Z0-1038-20 Study Material: Answers

The Oracle Service Center 2020 Implementation Essentials exam requires a score of 68% to pass, and the official registration fee is USD 245. Knowing these numbers in advance keeps your planning honest.

Each round of the 1Z0-1038-20 question bank starts from the official exam objectives: experts map the syllabus, draft questions to cover it with precision, and review the result before release. When new exam points appear, the bank is updated accordingly — deliberate coverage, not guesswork.

Any details you leave with us during browsing or purchase are guarded against misuse and external threats, and they are used only to deliver your order and support. Your 1Z0-1038-20 purchase stays between you and us — that is a standing commitment, not a marketing line.

The Oracle Service Center 2020 Implementation Essentials exam contains 60 questions, and you will have 120 minutes minutes to complete them. Practicing under the same constraints makes exam-day pacing feel rehearsed.

The Oracle Service Center 2020 Implementation Essentials exam is scored on a scale where 68% is required to pass, and the official exam fee is USD 245.

No mandatory prerequisite exam required. Oracle recommends hands-on experience with Oracle B2C Service / Oracle Service Center implementations.

You can confirm the current eligibility requirements on the official 1Z0-1038-20 exam page before you register.

This package includes 73 practice questions for the Oracle Service Center 2020 Implementation Essentials exam. Every answer is verified by an experienced team of experts, so you can trust what you study.

The Oracle Service Center 2020 Implementation Essentials practice questions are organized around the official exam objectives. Key topics include:

  • Reporting and Analytics (10%)
  • Oracle Service Center Overview (10%)
  • Customer and Agent Interaction Management (15%)

Syllabus-driven coverage means no wasted practice on irrelevant material.

Oracle Service Center 2020 Implementation Essentials Sample Questions:

Question #1

Which three options are not supported in a Browser User Interface workspace?

  • A. The authorization of Knowledge Foundation (Answer Workspace) in the Browser User Interface workspace is not supported.
  • B. Any site which does not want to be embedded inside an iframe will not be rendered.
  • C. The ability to view the visitor browser history in the Agent Browser User Interface is not supported.
  • D. Any site trying to navigate to a top-level page will not be rendered.
  • E. The mixing of HTTP and HTTPS is not supported because i is a security violation.
Reveal Solution  Discussion  0

Correct Answer: B,C,E  🗳️

Question #2

Which four statements are true about reports?

  • A. Published reports can be modified.
  • B. Reports are shared between interfaces.
  • C. After a report is published, the report data remains unchanged even as the knowledge base is updated.
  • D. The owner of a report remains the same even if the report is imported by some other user.
  • E. All the permissions from an imported report remain unchanged after an export.
  • F. Reports are not common across the interface.
  • G. Reports must be exported manually in all interfaces.
Reveal Solution  Discussion  0

Correct Answer: A,E,F,G  🗳️

Question #3

A customer is trying to use Element Manager to import and add-ins and receives this error:
"This package cannot be processed."
What is the reason for this error?

  • A. Element Manager does not support the import and export of workspaces with custom workspace ribbon add-ins.
  • B. Check if the exported file was generated by a product version that is older than the existing product version.
  • C. The Browser User Interface (BUI) workspace is not using the standard workspace.
  • D. The hash value during import doesn't match the hash declared at the end of the rile.
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Question #4

In your company, Oracle Service Cloud has workspaces where there are multiple reports and browser controls embedded for various requirements. You receive a complaint that the initial loading of the workspaces is very slow.
What is the quickest solution to speed up incident workspace loading?

  • A. Creating multiple workspaces per business function and assigning to different profiles
  • B. Placing objects on different tabs and splitting the loading across multiple tabs
  • C. Removing fields in the workspaces
  • D. Utilizing workflows and splitting functionality into more than one workspace
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Question #5

You have a requirement to purge Incidents where the Incidents have not been updated in the last 30 days using Data Lifecycle Management. What are the two steps you should do to define a report containing criteria used to purge the records?

  • A. Use runtime filters in preference to fixed filters
  • B. Remove Primary keys from all tables used in the report
  • C. Do not set the deferred execution option
  • D. Add default values to runtime filters if used in the report
  • E. Use a drilldown level to filter the top level
  • F. Set the option to allow switching of data
Reveal Solution  Discussion  0

Correct Answer: B,D  🗳️

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