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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which two statements are true about a disposition?

A) It can be set to a maximum depth of three in hierarchy levels.
B) It can be linked to categories.
C) It can be made visible on the Customer Portal.
D) It can be linked to products.
E) It helps to identify the root cause of an incident.

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

3. Which five actions should you performto configure advanced routing?

A) Configure collaboration with external users who are not agent desktop users.
B) Create an advanced routing incident queue.
C) Add product and category fields to the Live Help page of the Customer Portal.
D) Assign advanced routing permissions to a profile.
E) Create and activate a rule to route incidents to the advanced routing incident queue.
F) Add Access Control to a navigation set.
G) Define products and categories.
H) Assign guided assistance permission to a profile.

4. How frequently does Oracle release a new version of a product?

A) Every month
B) Once in six months
C) Once in three months
D) Once in four months

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

Solutions: