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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

Question 1

A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?

A. The profile to which the agent is assigned does not have a navigation set assigned.
B. The profile to which the agent is assigned does not have the incident workspace assigned.
C. The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
D. The profile to which the agent is assigned does not have the Interface Access checkbox selected.
E. The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.

Question 2

In your company, Oracle Service Cloud has workspaces where there aremultiple reports and browser controls embedded for various requirements. You receive a complaint that the initial loading of the workspaces is very slow.
What is the quickest solution to speed up incident workspace loading?

A. Removing fields in the workspaces
B. Placing objects on different tabs and splitting the loading across multiple tabs
C. Utilizing workflows and splitting functionality into more than one workspace
D. Creating multiple workspaces per business function and assigning to different profiles

Question 3

A customer has made some modifications to navigation sets, but agents are not able to see the changes in the console. Which action must you take to ensure the changes reflect in the agent login?

A. Ask the agent to log in to the application again.
B. Select the Reset Navigation Set to Profile Default option.
C. Remove the existing navigation sets and reassign them.
D. Check the agent profile for whether the appropriate navigation

Question 4

Whichtwo statements are true about generic objects?

A. They are used when working with custom objects only.
B. They can be used with standard objects.
C. They automatically consider apackage to consist of custom objects.
D. They require the type of data to be set dynamically.
E. They belong to a stand-alone class that is not derived from an RN object.

Question 5

For which three reasons should you recommend using workflows?

A. They promote efficiency.
B. They reduce human error.
C. They guide agents through complex customer interactions and data updates.
D. They can sort incidents raised by a contact.
E. They help customers find relevantknowledge answers.

Solutions: