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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. 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) Schedule a survey to run on a daily basis.
C) Set an incident business rule to send the survey
D) Create a transactional survey.
E) Assign a score to the survey questions and set the status field based on the value
F) Create a new queue for unhappy customers.

2. Which two REST API calls can be used to retrieve account information with ID 3?

A) https://yoursite.domain/services/rest/connect /v1.3/accounts/ID/3
B) https://yoursite.domain/services/rest/connect /latest/accounts_ID/3
C) https://yoursite.domain/services/rest/connect /latest/accounts/ID/3
D) https://yoursite.domain/services/rest/connect /latest/accounts/3
E) https://yoursite.domain/services/rest/connect /v1.3/accounts/3
F) https://yoursite.domain/services/rest/connect /v1.3/accounts_ID/3

3. What are the three different types of pull policy for queues?

A) Standard
B) Round Robin
C) Strict Priority
D) Advanced
E) First Due
F) Manual

4. You are working oncomplete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?

A) Guided assistance
B) Intent guide
C) Custom process model
D) Agent scripts
E) Business rules

5. You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?

A) Create custom fields for the address and phone numbers.
B) Create the standard text with the current address and phone numbers.
C) Update variables with the changed address and phone numbers.
D) Update the standard text with the changed address and phone numbers.
E) Create variables with the current address and phone numbers.
F) Update customfields with the changed address and phone numbers.

Solutions: