Exam Name: Oracle Service Center 2021 Implementation Essentials
Certification Provider: Oracle
Corresponding Certification: Oracle Service Cloud Cross-Channel Contact Center
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- Total Questions: 95
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Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: User Interface Customization | - Message Templates and Branding
|
| Topic 2: Service Center Configuration and Setup | - User Authentication and Access
|
| Topic 3: Service Processes and Case Management | - Agent Productivity Tools
|
| Topic 4: Reporting and Analytics | - Standard Reporting Tools
|
| Topic 5: API and Integration | - JavaScript API Events
|
1Z0-1038-21 Exam: Answers Before You Buy
Registration for the Oracle Service Center 2021 Implementation Essentials exam costs USD 245, and passing requires 62%. Retakes cost the full fee again, so gauge your readiness with the ActualTestsIT practice engines before booking your seat.
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The 1Z0-1038-21 exam is a Oracle certification exam validating the skills in the Oracle Service Center 2021 Implementation Essentials syllabus shown above. It counts toward these credential paths: Oracle Service Center 2021 Certified Implementation Specialist, Oracle Service Center 2022 Implementation Professional. Candidates at many career stages take it in 2026 to demonstrate verified capability. ActualTestsIT prepares you with 95 practice questions in PDF, Desktop Test Engine, and Online Test Engine formats.
Everything, in one purchase: 95 practice questions for the Oracle Service Center 2021 Implementation Essentials exam in three formats — a printable, expert-prepared PDF with instant download; a Desktop Test Engine for Windows that simulates the real exam with two practice modes and works offline; and an Online Test Engine for any browser on Windows, Mac, Android, and iOS with test history and performance review. You also receive a free demo, 365 days of free updates from a team that keeps innovating on the material, a 50% renewal discount afterward, unlimited installations, and considerate pre-sale and after-sale service.
The Oracle Service Center 2021 Implementation Essentials exam contains 95 with 90 minutes to complete them. Practicing under the same time constraint with the ActualTestsIT Desktop Test Engine makes exam-day pacing feel rehearsed.
No mandatory prerequisite exam; Oracle recommends hands-on experience with Oracle Service Center and Oracle CX products. Since policies evolve, confirm the current requirements on the official Oracle exam page before you schedule.
Oracle recommends the following training for the Oracle Service Center 2021 Implementation Essentials exam:
Supplement the training with the 95 practice questions from ActualTestsIT — self-testing reveals what training alone cannot.
The official Oracle Service Center 2021 Implementation Essentials outline defines 5 domains, the three largest being API and Integration, Reporting and Analytics, and User Interface Customization. The complete list is in the topics section above, and ActualTestsIT's 95 practice questions address every domain.
Oracle Service Center 2021 Implementation Essentials Sample Questions:
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.
Correct Answer: A,C,F 🗳️
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
Correct Answer: C,E 🗳️
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
Correct Answer: C,E,F 🗳️
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
Correct Answer: C,E 🗳️
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.
Correct Answer: B,D 🗳️
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