Oracle Service Center 2021 Implementation Essentials

Question 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.

Correct Answer: B

Question 2

A customer has defined Service Intervals at the interface level (Response Requirements) as Monday to Friday (10-17 hours) and at the SLA LI level as Monday to Saturday (10-18 hours) with a response time of 6 hours.
An incident arrives on Friday at 7 PM and is applied to the SLA LI instance.
What is the response due time?

A. Monday 10 AM

B. Saturday 4 PM

C. Saturday 6 PM

D. Tuesday 11 AM

Correct Answer: B

Question 3

In which two scenarios would you use multiple interfaces?

A. When your portal needs the support of different channels for login

B. When you need multiple channels enabled such as email, chat,and web self-service

C. When your business operates in different lines of business

D. When new business processes need to be supported other than the standard contact center

E. When multiple languages need to be supported

Correct Answer: C,E

Question 4

Which four statements are true about reports?

A. All the permissions from an imported report remain unchanged after an export.

B. After a report is published, the report data remains unchanged even as the knowledge baseis updated.

C. Reports are shared between interfaces.

D. Reports must be exportedmanually in all interfaces.

E. Reports are not common across the interface.

F. The owner of a report remains the same even if the report is imported by some other user.

G. Published reports can be modified.

Correct Answer: A,D,E,G

Question 5

A customer is trying to use Element Manager to import and add-ins and receives this error:
"This package cannot beprocessed."
What is the reason for this error?

A. Element Manager does not support the import and export of workspaces with custom workspace ribbon add-ins.

B. The hash value during import doesn't match the hash declared at the end of the rile.

C. The Browser User Interface (BUI) workspace is not using the standard workspace.

D. Check if the exported file was generated by a product version that is older than the existing product version.

Correct Answer: C

Question 6

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. IF

B. NVL

C. DECODE

D. SUM

E. AVG

Correct Answer: B,C,D

Question 7

You want yoursystem to offer a chat invitation to any customer who spends at least two minutes on a specific web page.
What should you use?

A. business rules

B. proactive chat widget

C. configuration settings

D. syndicate chat widget

Correct Answer: D

Question 8

Which two statements are true about mailboxes?

A. The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.

B. Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.

C. The Dbtstatus utility is responsible for having incidents created after an emailis sent to the Service Cloud mailbox.

D. Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.

E. Techmail isresponsible for pulling emails from single or multiple mailboxes.

Correct Answer: A,E

Question 9

Your customer wants to set a disposition and add a specific standard text item automatically based on a given endpoint within the guided assistant path info response thread. Which two steps are required to complete this request?

A. Create a named event to file each end point of the guide.

B. Use an Incident Business rule to fire a named event and populate the standard text into the message thread.

C. Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required in the incident workplace.

D. Use Agent Workflow to populate the disposition and the standard text based on the named event in the guide.

E. Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.

Correct Answer: A,E

Question 10

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

Correct Answer: B,D,E

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

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