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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. 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 an Incident Business rule to fire a named event and populate the standard text into the message thread.
C) Use Agent Workflow to populate the disposition and the standard text based on the named event in the guide.
D) Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.
E) 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.

2. A customer is trying to import guides and a definition file from another interface and receives an error: "The response node cannot be added as it would exceed the maximum amount of 2048 response nodes the guide can have.
What action must betaken to fix this?

A) Increase the maximum number of response nodes in the configuration.
B) Make sure the guide definition file does not include anyhash value while importing it.
C) Make sure guided assistance is enabled in another interface.
D) Navigate to one of the superior nodes and remove most of the nodes, keeping the same unique identifier.

3. 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) No exit or finished event is being triggered on the script pages.
C) The agents are not able to get to the pages where they can end the script.
D) The script beginning and ending buttons are not enabled for the script pages.

4. Which four view modes are available in the Report Editor?

A) Database View
B) Report View
C) Design View
D) Graphical View
E) Layout View
F) Data Set View

5. Which three statements are true about the Custom Process Model (CPM) in Oracle Service Cloud?

A) It is triggered by an event that occurs on the standard objects that are used by queues.
B) It is always triggered from business rules.
C) It can be triggered by an event that occurs even on a custom object.
D) It is triggered by an event that occurs on standard objects only.
E) It can be triggered by an event that occurs on community objects.
F) It is also known as the Object Event Handler.
G) It is a PHP script that executes only synchronously.

Solutions: