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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which Oracle Service Cloud capability can assign chats based on language and product skills?

A) Advanced routing
B) Business rules
C) Engagement engine
D) Syndicated chat

2. Your customer wants to display customized branding information in the login window. Which two options can be used?

A) Use the BRAND_CONTENT_URL configuration setting, which specifies the URL that is used to display content in the content pane of the login page.
B) Use the LOGIN_SECURITY_MSG configuration setting, which specifies the welcome message that is displayed on the login page.
C) Use the BRAND_WELCOME_MSG configuration setting, which specifies the welcome message that is displayed on the login page.
D) Use the LOGIN_SECURITY_URL, configuration setting, which specifies the URL that is used to display content in thecontent pane of the login page.

3. A customer is trying to import guides and a definition file from another interface and receives an error: "The response node cannot be added as it would exceed the maximum amount of 2048 response nodes the guide can have.
What action must betaken to fix this?

A) Increase the maximum number of response nodes in the configuration.
B) Make sure guided assistance is enabled in another interface.
C) Make sure the guide definition file does not include anyhash value while importing it.
D) Navigate to one of the superior nodes and remove most of the nodes, keeping the same unique identifier.

4. An agent tries to open an incident from his or her recent items.
Which three components determine what appears to the agent on opening an incident record?

A) Workspace rules
B) SLAs
C) Profile navigation assignment
D) Configuration settings
E) Profile workspace assignment
F) Profile functionalpermissions

5. 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 can use the Fill Inbox functionality to select any of the three queues.
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 cannot use the Fill Inbox functionality because the pull policy is manual.

Solutions: