[Nov 22, 2021] Free Oracle Service Cloud Cross-Channel Contact Center 1Z0-1038-20 Official Cert Guide PDF Download
Oracle 1Z0-1038-20 Official Cert Guide PDF
Oracle 1Z0-1038-20 Exam Syllabus Topics:
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NEW QUESTION 26
Your customer has designed a guide to 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. Broadcast survey
- B. Polling survey
- C. Transactional survey in rules
- D. Website link survey
Answer: D
NEW QUESTION 27
Which three elements are available for workflow design on the Insert ribbon?
- A. Return
- B. Set Fields
- C. Decision
- D. Terminate
- E. Restart
Answer: C,D,E
NEW QUESTION 28
Which three requirements can be implemented by using workspace rules?
- A. Dynamically setting the URL for browser control
- B. Prompting a customer care executive to dynamically open a guide
- C. Calling an add-in
- D. Calling a CPM script
- E. Triggering escalation mails to the manager after the escalation time is over
Answer: A,B,C
NEW QUESTION 29
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. Deselecting the Pull Chat check box in the agent's profile
- B. Fixing the chat workspace
- C. Clicking Request Chat on the Live Media bar
- D. Configuring advanced routing
- E. Requesting Chat from File > Options > View Options
Answer: B,C
NEW QUESTION 30
Which four statements are true about incident rules?
- A. A catch-all rule has no impact on incident rules.
- B. A catch-all escalation action has no impact on incident rules.
- C. Incident rules should have one rule state.
- D. Incident rules should have a minimum of two rule states.
- E. Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
- F. All incident rules should have an action to transit from the initial state to another state.
- G. A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
Answer: C,E,F,G
NEW QUESTION 31
Which two statements are true about mailboxes?
- A. Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.
- B. The Dbtstatus utility is responsible for having incidents created after an email is sent to the Service Cloud mailbox.
- C. The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.
- D. Techmail is responsible for pulling emails from single or multiple mailboxes.
- E. Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.
Answer: C,D
NEW QUESTION 32
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. Incident thread fields
- B. Custom fields
- C. Conditional fields
- D. Merge fields
Answer: C
NEW QUESTION 33
Which three statements are true about add-ins?
- A. They always run locally on the machines on which the desktop application runs.
- B. They can be designed to create visual components and not perform any integrations.
- C. They always run locally to access local data.
- D. They are the visual areas of Oracle Service Cloud Agent Desktop.
- E. They can be added to the Custom Portal area of Oracle Service Cloud.
- F. They are written in the C# .NET programming language with the templates provided by Oracle Service Cloud.
Answer: A,D,F
NEW QUESTION 34
Which two REST API calls can be used to retrieve account information with ID 3?
- A. https://yoursite.domain/services/rest/connect /latest/accounts/ID/3
- B. https://yoursite.domain/services/rest/connect /v1.3/accounts/ID/3
- C. https://yoursite.domain/services/rest/connect /v1.3/accounts_ID/3
- D. https://yoursite.domain/services/rest/connect /v1.3/accounts/3
- E. https://yoursite.domain/services/rest/connect /latest/accounts/3
- F. https://yoursite.domain/services/rest/connect /latest/accounts_ID/3
Answer: A,D
NEW QUESTION 35
How frequently does Oracle release a new version of a product?
- A. Once in six months
- B. Once in four months
- C. Every month
- D. Once in three months
Answer: D
NEW QUESTION 36
Which four statements are true about reports?
- A. Reports must be exported manually in all interfaces.
- B. Reports are shared between interfaces.
- C. Reports are not common across the interface.
- D. The owner of a report remains the same even if the report is imported by some other user.
- E. Published reports can be modified.
- F. All the permissions from an imported report remain unchanged after an export.
- G. After a report is published, the report data remains unchanged even as the knowledge base is updated.
Answer: A,C,E,F
NEW QUESTION 37
What are three required sections for Custom Process Models?
- A. Test script
- B. Test harness
- C. Header
- D. Code containing custom business logic
- E. Code containing integration with external systems
- F. Footer
Answer: B,C,D
NEW QUESTION 38
You make some changes to your message template and deploy it globally, but the deployed status continues to show as pending.
What would you do to resolve this?
- A. Accept the changes.
- B. Validate the template.
- C. Save the deployment.
- D. Enable the global template.
Answer: C
NEW QUESTION 39
Which five actions should you perform to configure advanced routing?
- A. Define products and categories.
- B. Create an advanced routing incident queue.
- C. Assign advanced routing permissions to a profile.
- D. Configure collaboration with external users who are not agent desktop users.
- E. Add Access Control to a navigation set.
- F. Create and activate a rule to route incidents to the advanced routing incident queue.
- G. Add product and category fields to the Live Help page of the Customer Portal.
- H. Assign guided assistance permission to a profile.
Answer: A,C,D,E,F
NEW QUESTION 40
Which three statements are true about Service Level Agreements?
- A. They enable you to specify the duration for which an incident can be kept in waiting status.
- B. They enable you to restrict what agents can view as part of navigation on the console.
- C. They enable you to restrict the number of incidents raised by end users through various channels.
- D. They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.
- E. They enable you to set a timeline for an agent to respond to an incident.
- F. They enable you to set the reports that are visible to an agent.
Answer: A,D,E
NEW QUESTION 41
You have a requirement for an incident workspace where clicking a kind of text hyperlink should open a browser window by using the third-party URL of the loaded client. You want to implement this by using add-ins.
Which add-in should you create?
- A. Workspace
- B. Workspace Ribbon
- C. Content Pane
- D. Global Ribbon
- E. Report Command
Answer: A
NEW QUESTION 42
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