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Oracle 1z0-1038-22 Exam Syllabus Topics:

Topic Details
Topic 1
  • Configure Service Level Agreements
  • Explain configuration settings
Topic 2
  • Perform export
  • import with Element Manager
  • Describe Service Level Agreements
Topic 3
  • Create workspaces for the Browser User Interface
  • Perform an initial setup and set up the Service Console
Topic 4
  • Implement user Interface modifications and automation (workspaces)
  • Explain B2C Service products and services
Topic 5
  • Create Enhanced Business Rules
  • B2C Service User Interface and Processes
Topic 6
  • Create queues, assignments, and standard application menus
  • Configure Products, Categories, and Dispositions

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Oracle Service Center 2022 Implementation Professional Sample Questions (Q29-Q34):

NEW QUESTION # 29
Your customer has designed a guide to 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. Broadcast survey
  • B. Website link survey
  • C. Transactional survey in rules
  • D. Polling survey

Answer: B
NEW QUESTION # 30
Which statement is true about the JavaScript API?

  • A. It comes with in-built exception handling.
  • B. It Is available as JavaScript objects and can be exposed through browser controls in a workspace.
  • C. It is available when you use the Connect Common Object Model CCOM for API operations.
  • D. It cannot be used in Custom Object workspaces.

Answer: B
NEW QUESTION # 31
Which two statements are true about chat surveys?

  • A. You can send a chat survey only while a customer is on the chat.
  • B. You can create a chat rule to email a transactional survey to a customer after a chat session.
  • C. You can create a chat rule to pop up a transactional survey at the end of a chat session.
  • D. You cannot link customer data back to the chat that is submitted.

Answer: B,C
NEW QUESTION # 32
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. The agents are not able to get to the pages where they can end the script.
  • B. The script beginning and ending buttons are not enabled for the script pages.
  • C. No return events are listed in the incident workflow for the script to use.
  • D. No exit or finished event is being triggered on the script pages.

Answer: C,D
NEW QUESTION # 33
When an incident is opened, your customer wants to have different workspaces opened based on the products selected in the "Ask a Question" form on the Customer Portal pages.
Which three elements are necessary to design the workflow?

  • A. Set Fields
  • B. Load
  • C. Entry Point
  • D. Return
  • E. Decision
  • F. Workspace

Answer: C,E,F
NEW QUESTION # 34
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