1Z0-1038-21 Exam Questions – Real & Updated Questions PDF [Q10-Q32]

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1Z0-1038-21 Exam Questions – Real & Updated Questions PDF

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NEW QUESTION 10
When an incident is opened, your customerwants 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?

Workspace

Load

Set Fields

Entry Point

Decision

Return

NEW QUESTION 11
How frequently does Oracle release a new version of a product?

Once in four months

Once in six months

Once in three months

Every month

NEW QUESTION 12
You have a requirement for an incident workspace where clicking a kind of text hyperlink should open a browser window by using the third-party URL of the loaded client. You want to implement this by using add-ins.
Which add-in should you create?

Content Pane

Workspace

Report Command

Workspace Ribbon

Global Ribbon

NEW QUESTION 13
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?

Check the agent profile for whether the appropriate navigation

Remove the existing navigation sets and reassign them.

Select the Reset Navigation Set to Profile Default option.

Ask the agent to log in to the application again.

NEW QUESTION 14
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.)

Submit an incident to customer care.

Look for the message in the receipt email body.

Identify the customer portal page that includes the text you want to change and identify the message base from within the code.

Run a message base report and search for the text string you want to change.

NEW QUESTION 15
Which two statements are true about Oracle Service Cloud accelerators?

Oracle provides supportfor all accelerators.

They are complete plug-and-play tools that can be used with Oracle Service Cloud in any client environment free of cost.

They are code samples to show how integrations can be built by using the public integration capabilities of Oracle Service Cloud.

The source files for all listed accelerators are available for download.

Theyare available at http://www.oracle.com/technetwork.

NEW QUESTION 16
Which three statements are true about navigation sets?

Using navigation sets, you can configure whether to show the Home navigation pane or not.

Using navigation sets, you can configure whether to show the Recent Items navigation pane or not.

Using navigation sets,you can configure which quick search reports can be seen.

The same navigation set can be set for different interfaces.

Using navigation sets, you can define what quick links can be seen when navigating File > Link.

Using navigation sets, you can define what new objects can be created by using the File menu.

NEW QUESTION 17
A customer is using standard reports within the analytics module. Which two can be edited in a standard report?

column headings

permissions

schedules

report headings

non-selectable filters

graphs

NEW QUESTION 18
Your customer has “Gold” level SLAs being applied to certain organizations according to organization rules.
After six months, the business decides to change the response time: instead of responding in 24 hours your agents needto respond within eight business hours.
You modify the “Gold” SLA to reflect this change but you notice that the SLA reports are still using a 24-hour response time.
Based on this scenario, which statement is correct?

You have not activated the rules so the updated SLAs are not being applied.

Your site has been corrupted with the “Gold” SLA.

Updating the SLA will not automatically update the organization’s SLA instance.

The SLA reports will need to be modified to use the new SLA.

NEW QUESTION 19
Which two statements are true about safe mode in relation to add-ins?

It is a setting that must be enabled at the interface level.

It is enabled automatically if the previous shutdown of the agent desktop application did not happen normally.

It allows an agent desktop to log in to the application with local add-in files.

It allows an agent desktop to log in to the application without any add-ins.

It is a profile setting that must be enabled for a profile.

NEW QUESTION 20
A client requires you to set up chat and email as unlimited for an SLA. What must you do?

Enter zero as the initial value for both fields.

Leave both the chat and email fields limit as blank.

Use the default values.

Enter the value “Unlimited” in the chat and email fields.

NEW QUESTION 21
Which three statements are true about Service Level Agreements?

They enable you to specify the duration for which an incident can be kept in waiting status.

They enable you torestrict what agents can view as part of navigation on the console.

They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.

They enable you to restrict the number of incidents raised by end users through various channels.

They enable you to set a timeline for an agent to respond to an incident.

They enable you to set the reports that are visible to an agent.

NEW QUESTION 22
Your customer wants to measure agent performance based on feedback from their end users. If the end users provide negative feedback, their incidents need to be reopened automatically. Which three tasks will fulfill these requirements?

Create a new queue for unhappy customers.

Assign a score to the survey questions and set the status field based on the value

Schedule a survey to run on a daily basis.

Create a transactional survey.

Set an incident business rule to send the survey

Create a report of survey responses.

NEW QUESTION 23
Which four statements are true about incident rules?

A catch-all rulehas no impact on incident rules.

All incident rules should have an action to transit from the initial state to another state.

Incident rules should have a minimum of two rule states.

Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.

Incident rules should have one rule state.

A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.

A catch-all escalation action has no impact on incident rules.

NEW QUESTION 24
A company wantsto include the company logo and contact details in its outbound email communications.
Where should this be configured?

Admin HTML Editor

Contact HTML Editor

Global template

Quote template

NEW QUESTION 25
The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which statement is true?

You can change the default value to 60 minutes by using Site Configuration > Session Timeout.

You can change the default value to 60 minutes by amending the Site Configuration > Configuration Settings value.

Because the system default is 15 minutes, it cannot be changed.

You can change the default value to 60 minutes by using File > Options > Session Expiration.

NEW QUESTION 26
A malfunctioning add-in can prevent the Service Console from functioning properly. It can also block administrators from logging in to the system to remove the malfunctioning add-in. Whichtwo actions will remove the malfunctioning add-in?

View the add-in’s log files and rectify the issue.

Log out of the interface and log in again.

Use Safe mode when logging in to the application.

Exit the administration interface without completing the normal logout process.

NEW QUESTION 27
Your customer has asked you to create a report that will need to be sent to the executive management. None of the recipients of this report has access to the system, and the same monthly report needs to be delivered toall recipients. The management team changes frequently, and your customer does not want to alter the report schedule after configuration.
Which two steps must be taken after creating the report?

Create a schedule record for the report.

Create andadd the distribution list to the schedule.

Set up staff accounts for the executive team.

Send a notification to the executive team that the report is available.

Create a dashboard for the report.

Upgrade the permissions for the report toinclude the executive team.

NEW QUESTION 28
Your customer would like to send a communication about a product that is applicable only to its user base in the USA.
Which three actions should you perform?

Create a broadcast survey.

Add the report in step (c) to the Audience tab in the Included section.

Create a segment of contacts whose contact home country is USA.

Create a report of contacts whose contact home

Add the segment in step (d) to the Audience tab in the Included section.

Create a transactional survey.

NEW QUESTION 29
A customer is trying to import a report when the following error occurs:
“The selected Report Definition File is not a valid file exported by the Report Designer Export function, or the exported file has been modified.” Which two options will resolve this error?

Check the customized regional and language settings of your workstation or personal computer.

Check if the exported file was generated by a product version that is older than the existing product version.

Update the hash value to match the hash declared at the end of the file.

Reduce the picture scale of the report.

NEW QUESTION 30
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.

The agents are not able to get to the pages where they can end the script.

The script beginning and ending buttons are not enabled for the script pages.

No exit or finished event is being triggered on the script pages.

No return events are listed in the incident workflow forthe script to use.

NEW QUESTION 31
Which three features can be configured in advanced routing?

Skill relaxation

Skill time

Queue overflow

Queue prioritization

Queue segregation

Queue limit

NEW QUESTION 32
Which three actions can a guide branch out to?