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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. A customer is using a service level agreement (SLA) to calculate resolution due dates automatically when an SLAinstance is added to an incident. What setup is required for resolution due calculations?

A) Use business rules to automatically calculate dates
B) Add all the holidays observed by your organization.
C) Create a custom incident milestones report and add it to a custom incident workspace
D) Define default response requirements.

2. How many rows can be returned by a tabular query?

A) 100000
B) 1000
C) 10000
D) 100
E) Unlimited

3. Which six actions can have a null value?

A) Set Disposition
B) Set Product
C) Set SLAs
D) Set Agent
E) Set Category
F) Set Assigned
G) Set Fields
H) Set Mailbox
I) Set Status
J) Set Queue

4. Which two components can be edited in a standard report?

A) Column headings
B) Graphs
C) Schedules
D) Permissions
E) Report headings
F) Non-selectable filters

5. Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?

A) Enable the engagement engine.
B) Selectthe Pull Chat check box in the chat profile.
C) Select the corresponding pull policy.
D) Configure advanced routing.
E) Select the Chat check box that is associated with an agent's staff account.

Solutions: