Oracle 1Z0-1038-21 : Oracle Service Center 2021 Implementation Essentials
- Exam Code: 1Z0-1038-21
- Exam Name: Oracle Service Center 2021 Implementation Essentials
- Updated: Oct 01, 2026
- Q & A: 95 Questions and Answers
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Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Business Rules & Automation | 25% | - Process Designer - SLA and service intervals - Workspace rules - Business rules and events |
| Topic 2: Analytics & Administration | 10% | - Security and access control - Reports and dashboards - Maintenance and upgrades |
| Topic 3: Configuration | 30% | - Workspace configuration - Navigation sets and menus - Profiles and permissions - Custom fields and objects |
| Topic 4: Integration & Customization | 20% | - Connect integration - Web services and APIs - Agent Desktop customization |
| Topic 5: Service Management | 15% | - Knowledge base setup - Incident management - Contact and organization management |
Oracle Service Center 2021 Implementation Essentials Sample Questions:
You are working oncomplete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?
- A. Intent guide
- B. Custom process model
- C. Business rules
- D. Agent scripts
- E. Guided assistance
Correct Answer: B,C 🗳️
What are the three different types of pull policy for queues?
- A. Advanced
- B. First Due
- C. Round Robin
- D. Manual
- E. Standard
- F. Strict Priority
Correct Answer: B,D,F 🗳️
Which two events can trigger Custom Process Models?
- A. Update
- B. OnSaveComplete
- C. Load
- D. Refresh
- E. Create
Correct Answer: A,E 🗳️
Which two statements are true about Oracle Service Cloud accelerators?
- A. Oracle provides supportfor all accelerators.
- B. The source files for all listed accelerators are available for download.
- C. Theyare available at http://www.oracle.com/technetwork.
- D. They are complete plug-and-play tools that can be used with Oracle Service Cloud in any client environment free of cost.
- E. They are code samples to show how integrations can be built by using the public integration capabilities of Oracle Service Cloud.
Correct Answer: D,E 🗳️
Which three functions are not part of the math group of functions?
- A. lower
- B. truncate
- C. bitand
- D. round
- E. length
- F. floor
- G. power
- H. to_number
- I. rand
- J. ceiling
Correct Answer: A,E,H 🗳️
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