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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Your customer would like to send a communication about a product that is applicable only to its user base in the USA.
Which three actions should you perform?

A) Add the report in step (c) to the Audience tab in the Included section.
B) Create a broadcast survey.
C) Create a segment of contacts whose contact home country is USA.
D) Create a report of contacts whose contact home
E) Create a transactional survey.
F) Add the segment in step (d) to the Audience tab in the Included section.

2. Which three functions are not part of the math group of functions?

A) power
B) ceiling
C) to_number
D) truncate
E) floor
F) rand
G) lower
H) bitand
I) round
J) length

3. A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?

A) The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.
B) The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
C) The profile to which the agent is assigned does not have a navigation set assigned.
D) The profile to which the agent is assigned does not have the Interface Access checkbox selected.
E) The profile to which the agent is assigned does not have the incident workspace assigned.

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

A) First Due
B) Strict Priority
C) Advanced
D) Manual
E) Round Robin
F) Standard

5. A customer has made some modifications to navigation sets, but agents are not able to see the changes in the console. Which action must you take to ensure the changes reflect in the agent login?

A) Check the agent profile for whether the appropriate navigation
B) Select the Reset Navigation Set to Profile Default option.
C) Ask the agent to log in to the application again.
D) Remove the existing navigation sets and reassign them.

Solutions: