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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which Oracle Service Cloud capability can assign chats based on language and product skills?

A) Advanced routing
B) Syndicated chat
C) Business rules
D) Engagement engine

2. Your customer wants to set a disposition and add a specific standard text item automatically based on a given endpoint within the guided assistant path info response thread. Which two steps are required to complete this request?

A) Create a named event to file each end point of the guide.
B) Use Agent Workflow to populate the disposition and the standard text based on the named event in the guide.
C) Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required in the incident workplace.
D) Use an Incident Business rule to fire a named event and populate the standard text into the message thread.
E) Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.

3. 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) Custom fields
B) Merge fields
C) Conditional fields
D) Incident thread fields

4. Which is a sample object query?

A) SELECT 0.Contacts FROM Organization O WHERE O-ID = 1;
B) SELECT ID FROM Contact WHERE Contact-Name.First like 'Chris' ANDContact.Address.City='Bozeman';
C) SELECT C.Name.First FROM Contact C WHERE C.Name.First like ,C%';
D) SELECT Incident.ReferenceNumber, Incident.PrimaryContact-Contact.* FROM Incident;

5. Which four statements are true about incident rules?

A) A catch-all escalation action has no impact on incident rules.
B) All incident rules should have an action to transit from the initial state to another state.
C) A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
D) Incident rules should have a minimum of two rule states.
E) A catch-all rulehas no impact on incident rules.
F) Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
G) Incident rules should have one rule state.

Solutions: