Oracle Service Center 2021 Implementation Essentials (1Z0-1038-21) Free Practice Test

Question 1

Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.

A. No return events are listed in the incident workflow forthe script to use.

B. The script beginning and ending buttons are not enabled for the script pages.

C. The agents are not able to get to the pages where they can end the script.

D. No exit or finished event is being triggered on the script pages.

Correct Answer: A,D

Question 2

Your customer wants to measure agent performance based on feedback from their end users. If the end users provide negative feedback, their incidents need to be reopened automatically. Which three tasks will fulfill these requirements?

A. Create a report of survey responses.

B. Create a new queue for unhappy customers.

C. Assign a score to the survey questions and set the status field based on the value

D. Schedule a survey to run on a daily basis.

E. Set an incident business rule to send the survey

F. Create a transactional survey.

Correct Answer: A,B,E

Question 3

Which two statements are true about Oracle Service Cloud accelerators?

A. They are complete plug-and-play tools that can be used with Oracle Service Cloud in any client environment free of cost.

B. Theyare available at http://www.oracle.com/technetwork.

C. The source files for all listed accelerators are available for download.

D. Oracle provides supportfor all accelerators.

E. They are code samples to show how integrations can be built by using the public integration capabilities of Oracle Service Cloud.

Correct Answer: A,E

Question 4

Which two statements are true about a disposition?

A. It can be made visible on the Customer Portal.

B. It can be linked to categories.

C. It helps to identify the root cause of an incident.

D. It can be linked to products.

E. It can be set to a maximum depth of three in hierarchy levels.

Correct Answer: C,D

Question 5

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. Requesting Chat from File > Options > View Options

B. Fixing the chat workspace

C. Clicking Request Chat on the Live Media bar

D. Configuring advanced routing

E. Deselecting the Pull Chat check box in the agent's profile

Correct Answer: B,C

Question 6

Your customer has "Gold" level SLAs being applied to certain organizations according to organization rules.
After six months, the business decides to change the response time: instead of responding in 24 hours your agents needto respond within eight business hours.
You modify the "Gold" SLA to reflect this change but you notice that the SLA reports are still using a 24-hour response time.
Based on this scenario, which statement is correct?

A. You have not activated the rules so the updated SLAs are not being applied.

B. Your site has been corrupted with the "Gold" SLA.

C. Updating the SLA will not automatically update the organization's SLA instance.

D. The SLA reports will need to be modified to use the new SLA.

Correct Answer: A

Question 7

Your customer has asked you to create a report that will need to be sent to the executive management. None of the recipients of this report has access to the system, and the same monthly report needs to be delivered toall recipients. The management team changes frequently, and your customer does not want to alter the report schedule after configuration.
Which two steps must be taken after creating the report?

A. Create a dashboard for the report.

B. Create andadd the distribution list to the schedule.

C. Create a schedule record for the report.

D. Set up staff accounts for the executive team.

E. Send a notification to the executive team that the report is available.

F. Upgrade the permissions for the report toinclude the executive team.

Correct Answer: B,C

Question 8

You are creating custom fields and enter a column name. However, you receive an error when you try to save it.
Identify three reasons for this.

A. The column name contains a space.

B. Thecolumn name contains a dollar symbol.

C. The column name starts with a number.

D. The column name contains a punctuation.

E. The column name contains an underscore.

F. The column name starts with a lowercase alphabet.

Correct Answer: A,B,C

Question 9

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. Global Ribbon

C. Report Command

D. Workspace Ribbon

E. Content Pane

Correct Answer: A

Question 10

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Oracle Service Center 2021 Implementation Essentials (1Z0-1038-21) Free Practice Test