Oracle Service Center 2021 Implementation Essentials : 1Z0-1038-21 Exam

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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

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

2. Which two statements are true about mailboxes?

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

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

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

4. You are working oncomplete 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

5. Which three statements are true about headers of custom process models?

A) They list only the events that are supported by the code implementation.
B) The header section is always commented.
C) The header section needs to be uncommented during testing.
D) Theycontain the version number of the PHP script.
E) They contain standard objects only.
F) They contain all possible events with the objects.
G) The/QDntain the version number of the Connect Common Object Model.

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