Best Quality Oracle 1Z0-1038-21 Exam Questions TestInsides Realistic Practice Exams [2022]
Critical Information To Oracle Service Center 2021 Implementation Essentials Pass the First Time
NEW QUESTION 39
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
Answer: B
NEW QUESTION 40
You make some changes to your message template and deployit globally, but the deployed status continues to show as pending.
What would you do to resolve this?
- A. Validate the template.
- B. Enable the global template.
- C. Save the deployment.
- D. Accept the changes.
Answer: C
NEW QUESTION 41
You want to ensure that some specific content in messages can be hidden for seme messages. What would you use to meet this requirement?
- A. Incident thread fields
- B. Conditional fields
- C. Merge fields
- D. Custom fields
Answer: B
NEW QUESTION 42
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 exit or finished event is being triggered on the script pages.
- B. The script beginning and ending buttons are not enabled for the script pages.
- C. The agents are not able to get to the pages where they can end the script.
- D. No return events are listed in the incident workflow forthe script to use.
Answer: A,D
NEW QUESTION 43
Whichtwo statements are true about generic objects?
- A. They are used when working with custom objects only.
- B. They belong to a stand-alone class that is not derived from an RN object.
- C. They require the type of data to be set dynamically.
- D. They automatically consider apackage to consist of custom objects.
- E. They can be used with standard objects.
Answer: D,E
NEW QUESTION 44
Which five practices deliver maximum reporting performance?
- A. Using the complex expression operator instead of the like operator
- B. Using the like operator instead of the complex expression operator
- C. Providing default values for runtime filters
- D. Using fixed filters whenever possible
- E. Filtering on standard fields that are indexed
- F. Filtering on expressions and not on simple columns
- G. Filtering on simple columns and not on expressions
- H. Using outer joins rather than inner joins when possible
- I. Configuring many-to-many joins
- J. Using index custom fields as filters
- K. Providing values for runtime filters
Answer: D,E,G,H,K
NEW QUESTION 45
A client requires you to set up chat and email as unlimited for an SLA. What must you do?
- A. Leave both the chat and email fields limit as blank.
- B. Use the default values.
- C. Enter the value "Unlimited" in the chat and email fields.
- D. Enter zero as the initial value for both fields.
Answer: D
NEW QUESTION 46
Your customer has created a new script and deployed it to agents in their call center within their incident workflow. They have noticed that their agents cannot end the script as expected. What are two reasons for this?
- A. There are no script beginning and ending buttons enabled for the script pages.
- B. There are no exit or finished events being triggered on the script pages.
- C. The agents cannot get to the pages where they can end the script.
- D. There are no return events listed in the incident workflow for the script use.
Answer: A,D
NEW QUESTION 47
In a contact center setup, there are certain custom objects, such as Asset Repair records, that the contact center agents should be able to update only when the supervisor creates a record for them. The contact center agents should not beallowed to perform creation and deletion operations.
How can this be done?
- A. by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object
- B. by creating the Contact CenterAgents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions
- C. by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object
- D. by configuring settings at the time of creation of the custom object
Answer: C
NEW QUESTION 48
Which three statements are true about add-ins?
- A. They always run locally on the machines on which the desktop application runs.
- B. They canbe added to the Custom Portal area of Oracle Service Cloud.
- C. They always run locally to access local data.
- D. They are written in the C# .NET programming language with the templates provided by Oracle Service Cloud.
- E. They are the visual areas of Oracle Service Cloud Agent Desktop.
- F. They can be designed to create visualcomponents and not perform any integrations.
Answer: A,D,E
NEW QUESTION 49
Which two statements are true when working with add-ins in a Custom Object workspace?
- A. IGenericObject is the interface that is available with the Connect Common Object Model (CCOM) API for custom objects.
- B. It is not possible to automate anything by using an add-in framework in a Custom Object workspace.
- C. IGenericObject is the interface that is available with the add-in API for custom objects.
- D. You cannot obtain a custom object instance directly by using the add-in API. You need to use the Connect web service for SOAP again for the, same.
- E. Using the record context, you can obtain an instance of a custom object by passing the package name and object name.
Answer: D,E
NEW QUESTION 50
Which five actions should you performto configure advanced routing?
- A. Create an advanced routing incident queue.
- B. Assign guided assistance permission to a profile.
- C. Create and activate a rule to route incidents to the advanced routing incident queue.
- D. Add product and category fields to the Live Help page of the Customer Portal.
- E. Add Access Control to a navigation set.
- F. Assign advanced routing permissions to a profile.
- G. Define products and categories.
- H. Configure collaboration with external users who are not agent desktop users.
Answer: C,E,F,G,H
NEW QUESTION 51
In your company, Oracle Service Cloud has workspaces where there aremultiple reports and browser controls embedded for various requirements. You receive a complaint that the initial loading of the workspaces is very slow.
What is the quickest solution to speed up incident workspace loading?
- A. Creating multiple workspaces per business function and assigning to different profiles
- B. Utilizing workflows and splitting functionality into more than one workspace
- C. Placing objects on different tabs and splitting the loading across multiple tabs
- D. Removing fields in the workspaces
Answer: A
NEW QUESTION 52
Your customer wants to display customized branding information in the login window. Which two options can be used?
- A. Use the BRAND_CONTENT_URL configuration setting, which specifies the URL that is used to display content in the content pane of the login page.
- B. Use the LOGIN_SECURITY_MSG configuration setting, which specifies the welcome message that is displayed on the login page.
- C. Use the BRAND_WELCOME_MSG configuration setting, which specifies the welcome message that is displayed on the login page.
- D. Use the LOGIN_SECURITY_URL, configuration setting, which specifies the URL that is used to display content in thecontent pane of the login page.
Answer: A
NEW QUESTION 53
Which three options are not supported in a Browser User Interface workspace?
- A. Any site trying to navigate to a top-level page will not be rendered.
- B. Any site which does not want to be embedded insidean iframe will not be rendered.
- C. The mixing of HTTP and HTTPS is not supported because i is a security violation.
- D. The ability to view the visitor browser history in the Agent Browser User Interface is not supported.
- E. Theauthorization of Knowledge Foundation (Answer Workspace) in the Browser User Interface workspace is not supported.
Answer: B,C,D
Explanation:
Explanation
https://cx.rightnow.com/app/answers/detail/a_id/8173/kw/browser%20user%20interface%20workspace
https://cx.rightnow.com/app/answers/detail/a_id/9022/kw/browser%20user%20interface%20workspace/related/1
https://docs.oracle.com/cloud/august2016/servicecs_gs/FAABU/Chunk132944282_d107.htm
NEW QUESTION 54
Which three statements are true about Service Level Agreements?
- A. They enable you to restrict the number of incidents raised by end users through various channels.
- B. They enable you to specify the duration for which an incident can be kept in waiting status.
- C. They enable you to set a timeline for an agent to respond to an incident.
- D. They enable you torestrict what agents can view as part of navigation on the console.
- E. They enable you to set the reports that are visible to an agent.
- F. They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.
Answer: B,C,F
NEW QUESTION 55
Your customer wants to measure agent performance based on feedback from their end users. If the end users provide negative feedback, their incidents need to be reopened automatically. Which three tasks will fulfill these requirements?
- A. Create a report of survey responses.
- B. Create a new queue for unhappy customers.
- C. Assign a score to the survey questions and set the status field based on the value
- D. Schedule a survey to run on a daily basis.
- E. Create a transactional survey.
- F. Set an incident business rule to send the survey
Answer: A,B,F
NEW QUESTION 56
Which three statements are true about the Custom Process Model (CPM) in Oracle Service Cloud?
- A. It is always triggered from business rules.
- B. It can be triggered by an event that occurs on community objects.
- C. It is triggered by an event that occurs on standard objects only.
- D. It can be triggered by an event that occurs even on a custom object.
- E. It is also known as the Object Event Handler.
- F. It is triggered by an event that occurs on the standard objects that are used by queues.
- G. It is a PHP script that executes only synchronously.
Answer: B,D,E
NEW QUESTION 57
Your customer has asked you to create a report that shows all the incident should show the following columns:
1. The number of incidents opened in the past month
2. The numberof incidents opened in the past week
3. The number of incidents opened in the past day
Which two functions are needed in the expressions to create the three columns?
- A. NVL
- B. AVG
- C. IF
- D. SUM
- E. DECODE
Answer: A,D,E
NEW QUESTION 58
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