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Oracle 1Z0-1038-20 Exam : Oracle Service Center 2020 Implementation Essentials

1Z0-1038-20 actual test
  • Exam Code: 1Z0-1038-20
  • Exam Name: Oracle Service Center 2020 Implementation Essentials
  • Updated: Oct 18, 2026
  • Q & A: 73 Questions and Answers
  • PDF Demo
  • PC Test Engine
  • Online Test Engine
  • Total Price: $59.99  

About Oracle 1Z0-1038-20 Exam

Reading questions is one thing; sitting a timed exam is another. The Pass4suresVCE desktop and online test engines recreate the pace and pressure of the Oracle Service Center 2020 Implementation Essentials testing environment, so 1Z0-1038-20 exam day feels like just another practice session.

Oracle 1Z0-1038-20 Exam Syllabus Topics:

SectionWeightObjectives
User Administration and Interface15%- Browser UI workspaces creation
- Navigation menus and application layout
- User accounts, roles and permissions
- Message bases and standard text variables
Configuration and Administration20%- Element Manager import/export operations
- Service Level Agreements (SLA) configuration
- Queues, assignments and routing rules
- Products, categories and dispositions
Business Processes and Automation20%- Chat, co-browse and agent assistance tools
- Guided Assistants implementation
- Enhanced business rules and workflows
- Message templates and outbound communications
Mail, Internationalization and Extensions15%- Mailboxes and email channel setup
- Service Console add-ins and custom extensions
- Multi-language and international data handling
B2C Service Products and Initial Setup15%- Service Console setup and navigation
- Overview of B2C Service platform
- Initial system configuration
- Core business objects and data model
Analytics and Reporting15%- B2C Service reporting framework
- Audit fields and data tracking
- Custom report creation and sharing

Oracle Service Center 2020 Implementation Essentials Exam FAQs and Straight Answers

The 1Z0-1038-20 exam, officially titled Oracle Service Center 2020 Implementation Essentials, is the qualifying test for the Oracle Service Center 2020 Certified Implementation Specialist certification from Oracle, a credential at the Specialist level. Passing it proves you have the skills employers look for in certified professionals, and it can also support progress toward related credentials such as Oracle B2C Service, Oracle Cross-Channel Contact Center Cloud Service.

The Oracle Service Center 2020 Implementation Essentials exam gives you 105 minutes to work through 60 - 70 questions. That is a steady pace with little room for second-guessing, so train yourself to read each question once, flag the difficult ones, and keep moving. Before exam day, sit at least two full timed sessions in the Pass4suresVCE test engine — when the clock feels familiar, it stops being a threat.

You need 64% to pass, and the official registration fee is $245 USD. Fall short and you pay that fee in full again for every retake, which makes solid preparation the cheaper option by far. Work through the Pass4suresVCE practice questions until you score comfortably above the passing mark, then book your seat.

No official prerequisites; 6+ months hands-on experience with Oracle B2C Service recommended Eligibility rules can change over time, so before you register, confirm the latest requirements on the official exam page: Oracle 1Z0-1038-20 exam overview.

You can book your 1Z0-1038-20 exam through any of these official registration channels:

The exam is delivered as Online proctored or onsite at Pearson VUE testing centers, so you can pick the option that fits your schedule when you book.

Oracle recommends the following training for Oracle Service Center 2020 Implementation Essentials candidates:

Pair that training with the 73 practice questions from Pass4suresVCE and you can check your readiness topic by topic before exam day.

Yes. Pass4suresVCE offers a free PDF demo for the Oracle Service Center 2020 Implementation Essentials exam so you can judge the quality of our questions and answers before paying anything. Every purchase also comes with 365 days of free updates, and once that period expires you can extend your update service at a 50% discount.

Your purchase is protected by a 100% money-back guarantee. If you sit the corresponding 1Z0-1038-20 exam within 60 days of buying and do not pass, send us a scan of your exam enrollment slip together with your official Score Report (PDF) within 2 days of the exam date — the candidate name must match the payer's name — and we will process your full refund within 7 days. Please note that exams taken within 3 days of purchase, materials downloaded without ever sitting the exam, free products, and expired orders are not covered. If you would rather not have a refund, you can exchange your order for two exam products of equal value, free of charge, and keep the update service on your original purchase.

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The Oracle Service Center 2020 Implementation Essentials syllabus is organized into 6 domains. The main areas include User Administration and Interface (15%), Configuration and Administration (20%), and B2C Service Products and Initial Setup (15%). Scroll up to the Exam Topics section above for the complete, current outline before you plan your study schedule.

Oracle Service Center 2020 Implementation Essentials Sample Questions:

Question #1

The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which statement is true?

  • A. You can change the default value to 60 minutes by using Site Configuration > Session Timeout.
  • B. You can change the default value to 60 minutes by using File > Options > Session Expiration.
  • C. Because the system default is 15 minutes, it cannot be changed.
  • D. You can change the default value to 60 minutes by amending the Site Configuration > Configuration Settings value.
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

Question #2

Which two REST API calls can be used to retrieve account information with ID 3?

  • A. https://yoursite.domain/services/rest/connect /v1.3/accounts/3
  • B. https://yoursite.domain/services/rest/connect /latest/accounts/3
  • C. https://yoursite.domain/services/rest/connect /latest/accounts_ID/3
  • D. https://yoursite.domain/services/rest/connect /v1.3/accounts/ID/3
  • E. https://yoursite.domain/services/rest/connect /v1.3/accounts_ID/3
  • F. https://yoursite.domain/services/rest/connect /latest/accounts/ID/3
Reveal Solution  Discussion  0

Correct Answer: A,F  🗳️

Question #3

Which three statements are true about add-ins?

  • A. They are written in the C# .NET programming language with the templates provided by Oracle Service Cloud.
  • B. They always run locally to access local data.
  • C. They can be designed to create visual components and not perform any integrations.
  • D. They always run locally on the machines on which the desktop application runs.
  • E. They can be added to the Custom Portal area of Oracle Service Cloud.
  • F. They are the visual areas of Oracle Service Cloud Agent Desktop.
Reveal Solution  Discussion  0

Correct Answer: A,D,F  🗳️

Question #4

A customer has defined Service Intervals at the interface level (Response Requirements) as Monday to Friday (10-17 hours) and at the SLA LI level as Monday to Saturday (10-18 hours) with a response time of 6 hours.
An incident arrives on Friday at 7 PM and is applied to the SLA LI instance.
What is the response due time?

  • A. Saturday 4 PM
  • B. Saturday 6 PM
  • C. Tuesday 11 AM
  • D. Monday 10 AM
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Question #5

You are working on complete 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. Guided assistance
  • B. Custom process model
  • C. Agent scripts
  • D. Business rules
  • E. Intent guide
Reveal Solution  Discussion  0

Correct Answer: B,D  🗳️

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