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Updated: Jul 21, 2026
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Oracle 1Z0-1038-21 Exam Overview:
| Certification Vendor: | Oracle |
| Exam Name: | Oracle Service Center 2021 Implementation Essentials |
| Exam Number: | 1Z0-1038-21 |
| Certificate Validity Period: | Retired since May 31, 2022 |
| Exam Format: | Multiple Choice, Multiple Select |
| Passing Score: | 62% |
| Real Exam Qty: | 58 |
| Available Languages: | English |
| Exam Duration: | 90 minutes |
| Related Certifications: | Oracle Service Cloud Cross-Channel Contact Center |
| Exam Price: | USD 245 |
| Recommended Training: | Oracle Service Center 2021 Implementation Training |
| Exam Registration: | Oracle University Pearson VUE Oracle |
| Sample Questions: | Oracle 1Z0-1038-21 Sample Questions |
| Exam Way: | Online proctored or onsite at Pearson VUE test centers |
| Pre Condition: | No mandatory prerequisites; practical implementation experience recommended |
| Official Syllabus URL: | https://education.oracle.com/oracle-service-center-2021-certified-implementation-specialist/trackp_OSASCC2021OPN |
Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Integration & Customization | 20% | - Web services and APIs - Connect integration - Agent Desktop customization |
| Configuration | 30% | - Workspace configuration - Navigation sets and menus - Profiles and permissions - Custom fields and objects |
| Analytics & Administration | 10% | - Maintenance and upgrades - Security and access control - Reports and dashboards |
| Service Management | 15% | - Incident management - Knowledge base setup - Contact and organization management |
| Business Rules & Automation | 25% | - SLA and service intervals - Process Designer - Business rules and events - Workspace rules |
Oracle Service Center 2021 Implementation Essentials Sample Questions:
1. Which statement correctly differentiates between a bulk operation and a batch operation?
A) A bulk operation performs a single operation, whereas a batch operation performs a single operation on a single object.
B) A bulk operation performs the same operation on multiple objects, whereas a batch operation performs multiple operations.
C) A bulk operation performs multiple operations on the same object, whereas a batch operation perform the same operation on multiple objects.
D) A bulk operation performs the same operation on a single object, whereas a batch operation performs multiple operations on multiple objects.
2. Which three functions are not part of the math group of functions?
A) lower
B) floor
C) truncate
D) rand
E) to_number
F) ceiling
G) bitand
H) round
I) power
J) length
3. Which Oracle Service Cloud capability can assign chats based on language and product skills?
A) Engagement engine
B) Advanced routing
C) Business rules
D) Syndicated chat
4. Which four view modes are available in the Report Editor?
A) Data Set View
B) Design View
C) Layout View
D) Database View
E) Graphical View
F) Report View
5. 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 transactional survey.
B) Set an incident business rule to send the survey
C) Schedule a survey to run on a daily basis.
D) Create a new queue for unhappy customers.
E) Create a report of survey responses.
F) Assign a score to the survey questions and set the status field based on the value
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A,E,J | Question # 3 Answer: B | Question # 4 Answer: A,B,C,F | Question # 5 Answer: B,D,E |
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