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- Exam Code: 1Z0-1038-21
- Exam Name: Oracle Service Center 2021 Implementation Essentials
- Updated: Sep 25, 2026
- Q & A: 95 Questions and Answers
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Oracle 1Z0-1038-21 dumps - Testing Engine
- Exam Code: 1Z0-1038-21
- Exam Name: Oracle Service Center 2021 Implementation Essentials
- Updated: Sep 25, 2026
- Q & A: 95 Questions and Answers
- Software Price: $59.99
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Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Integration & Customization | 20% | - Agent Desktop customization - Web services and APIs - Connect integration |
| Topic 2: Business Rules & Automation | 25% | - Workspace rules - Business rules and events - SLA and service intervals - Process Designer |
| Topic 3: Service Management | 15% | - Contact and organization management - Incident management - Knowledge base setup |
| Topic 4: Analytics & Administration | 10% | - Security and access control - Reports and dashboards - Maintenance and upgrades |
| Topic 5: Configuration | 30% | - Profiles and permissions - Workspace configuration - Navigation sets and menus - Custom fields and objects |
Oracle Service Center 2021 Implementation Essentials Sample Questions:
Question #1
Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.
- A. No return events are listed in the incident workflow forthe script to use.
- B. No exit or finished event is being triggered on the script pages.
- C. The agents are not able to get to the pages where they can end the script.
- D. The script beginning and ending buttons are not enabled for the script pages.
Correct Answer: A,B 🗳️
Question #2
Which four statements are true about incident rules?
- A. A catch-all rulehas no impact on incident rules.
- B. Incident rules should have one rule state.
- C. A catch-all escalation action has no impact on incident rules.
- D. A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
- E. Incident rules should have a minimum of two rule states.
- F. Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
- G. All incident rules should have an action to transit from the initial state to another state.
Correct Answer: B,D,F,G 🗳️
Question #3
Which five actions should you performto configure advanced routing?
- A. Assign guided assistance permission to a profile.
- B. Configure collaboration with external users who are not agent desktop users.
- C. Assign advanced routing permissions to a profile.
- D. Define products and categories.
- E. Create an advanced routing incident queue.
- F. Add Access Control to a navigation set.
- G. Add product and category fields to the Live Help page of the Customer Portal.
- H. Create and activate a rule to route incidents to the advanced routing incident queue.
Correct Answer: B,C,D,F,H 🗳️
Question #4
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 the same operation on a single object, whereas a batch operation performs multiple operations on multiple objects.
- D. A bulk operation performs multiple operations on the same object, whereas a batch operation perform the same operation on multiple objects.
Correct Answer: B 🗳️
Question #5
Your customer has designed a guideto explain in detail to end users how to apply for a career guidance program. The customer wants this guide to be placed on the Customer Portal pages and a survey to be opened when an option in this guide is selected.
Which survey type would you use?
- A. Website link survey
- B. Polling survey
- C. Broadcast survey
- D. Transactional survey in rules
Correct Answer: A 🗳️
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