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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which two statements are true about a disposition?

A) It can be linked to products.
B) It can be made visible on the Customer Portal.
C) It can be set to a maximum depth of three in hierarchy levels.
D) It helps to identify the root cause of an incident.
E) It can be linked to categories.

2. How can you enable add-ins to run locally without uploading it to theserver?

A) Configuration > Site Configuration > Addin Manager > Required Profile > Interfaces > Select Developer Mode.
B) Configuration > Staff Management > Profiles > Required Profile > Interfaces tab, Addin tab > Select Developer Mode.
C) Configuration > Site Configuration> Addin Manager > Required Profile > Select Developer Mode.
D) Configuration > Staff Management > Profiles > Required Profile > Select Developer Mode.

3. Which three statements are true about Service Level Agreements?

A) They enable you to restrict the number of incidents raised by end users through various channels.
B) They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.
C) They enable you torestrict what agents can view as part of navigation on the console.
D) They enable you to specify the duration for which an incident can be kept in waiting status.
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.

4. Which two statements are true about mailboxes?

A) Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.
B) Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.
C) Techmail isresponsible for pulling emails from single or multiple mailboxes.
D) The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.
E) The Dbtstatus utility is responsible for having incidents created after an emailis sent to the Service Cloud mailbox.

5. Which two types of joins are available in analytics?

A) Outer LTD) External
B) Peripheral
C) Inner
D) Intersection
E) Internal

Solutions: