Oracle Service Cloud Cross-Channel Contact Center 1Z0-1038-21

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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

Question #1
Which two statementsare true about the Organization object in Service Cloud?

A. It can be associated with incidents directly.
B. It has a one-to-one relation with contacts.
C. It has a one-to-many relation with contacts.
D. It is widely used in Business-to-Business scenarios.
E. It is required to create an incident.

Question #2
Which six actions can have a null value?

A. Set Queue
B. Set Agent
C. Set Fields
D. Set SLAs
E. Set Category
F. Set Status
G. Set Mailbox
H. Set Product
I. Set Disposition
J. Set Assigned

Question #3
A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for follow up:#120728-000001 A member of our support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it." Which two actions will allow you to identify the correct message base item if you did not know which message base you need to edit? (Choose two.)

A. Look for the message in the receipt email body.
B. Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
C. Submit an incident to customer care.
D. Run a message base report and search for the text string you want to change.

Question #4
An agent is assigned a profile PI that is configured with three incident queues: q1, q2, and q3, and the pull policy is set to Manual. Which statement is true?

A. Agents cannot use the Fill Inbox functionality because the pull policy is manual.
B. Agents will get incidents only from the ql queue.
C. Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.
D. Agents can use the Fill Inbox functionality to select any of the three queues.

Question #5
Whichtwo statements are true about generic objects?

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

Solutions: