Oracle Service Center 2022 Implementation Professional (1z0-1038-22) Free Practice Test

Question 1

What would you use for repetitive text with a single point of maintenance for any changes to the text?

A. Merge field

B. Custom field

C. Variable

D. Custom object field

Correct Answer: C

Question 2

Which three statements are true about navigation sets?

A. The same navigation set can be set for different interfaces.

B. Using navigation sets, you can configure whether to show the Recent Items navigation pane or not.

C. Using navigation sets, you can configure whether to show the Home navigation pane or not.

D. Using navigation sets, you can configure which quick search reports can be seen.

E. Using navigation sets, you can define what quick links can be seen when navigating File > Link.

F. Using navigation sets, you can define what new objects can be created by using the File menu.

Correct Answer: A,C,D

Question 3

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 4

Which four view modes are available in the Report Editor?

A. Graphical View

B. Report View

C. Layout View

D. Database View

E. Design View

F. Data Set View

Correct Answer: C,E,F

Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).

Question 5

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 report for the survey scores.

B. Write a business rule to reopen the case.

C. Assign scores to the survey questions and set the status field based on the responses.

D. Create a transactional survey.

E. Create a polling survey.

F. Schedule the survey on a daily basis.

Correct Answer: B,C,D

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 need to 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

A company wants to include the company logo and contact details in its outbound email communications.
Where should this be configured?

A. Contact HTML Editor

B. Admin HTML Editor

C. Global template

D. Quote template

Correct Answer: B

Question 8

Which three actions can a guide branch out to?

A. Firing a named event

B. Calling a URL

C. Calling an add-in

D. Inserting another guide

E. Creating an incident

Correct Answer: A,B,D

Question 9

In which two scenarios would you use multiple interfaces?

A. When you need multiple channels enabled such as email, chat, and web self-service

B. When multiple languages need to be supported

C. When your business operates in different lines of business

D. When new business processes need to be supported other than the standard contact center

E. When your portal needs the support of different channels for login

Correct Answer: B,C

Question 10

What are the three different types of pull policy for queues?

A. Advanced

B. Standard

C. Manual

D. Round Robin

E. Strict Priority

F. First Due

Correct Answer: C,E,F

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Oracle Service Center 2022 Implementation Professional (1z0-1038-22) Free Practice Test