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Oracle 1Z0-1038-21 Q&A - in .pdf
- Exam Code: 1Z0-1038-21
- Exam Name: Oracle Service Center 2021 Implementation Essentials
- Updated: Nov 03, 2026
- Q & A: 95 Questions and Answers
- Convenient, easy to study.
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- Updated: Nov 03, 2026
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Oracle 1Z0-1038-21 Q&A - Testing Engine
- Exam Code: 1Z0-1038-21
- Exam Name: Oracle Service Center 2021 Implementation Essentials
- Updated: Nov 03, 2026
- Q & A: 95 Questions and Answers
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Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Center Configuration | - User Interface and Workspace Setup
|
| Topic 2: SLAs and Service Management | - Service Level Agreements
|
| Topic 3: Business Process Automation | - Workflows and Business Rules
|
| Topic 4: Guided Assistance and Automation Tools | - Guided Assistance Configuration
|
| Topic 5: Reporting and Analytics | - Reports and Dashboards
|
Oracle Service Center 2021 Implementation Essentials Sample Questions:
Question #1
Which two statements are true about mailboxes?
- A. The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.
- B. Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.
- C. Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.
- D. Techmail isresponsible for pulling emails from single or multiple mailboxes.
- E. The Dbtstatus utility is responsible for having incidents created after an emailis sent to the Service Cloud mailbox.
Correct Answer: A,D 🗳️
Question #2
Which four types are used by incidents queues?
- A. Round Robin (All)
- B. Quick
- C. FIFO
- D. Standard
- E. Round Robin (Logged In)
- F. Advanced Routing
- G. LIFO
Correct Answer: A,D,E,F 🗳️
Question #3
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. No return events are listed in the incident workflow forthe script to use.
- B. The agents are not able to get to the pages where they can end the script.
- C. The script beginning and ending buttons are not enabled for the script pages.
- D. No exit or finished event is being triggered on the script pages.
Correct Answer: A,D 🗳️
Question #4
Which two statements are true about linking products, categories, and dispositions?
- A. Product-category linking is independent of product-disposition linking.
- B. Links can be automatically created to categories and dispositions based on answers an incidents.
- C. Product-category linkingrestricts customers from searching on the Customer Portal.
- D. Links can be created only between the parent levels of products, categories, and dispositions.
- E. A leaf product's links are inherited from its parent product.
Correct Answer: A,C 🗳️
Question #5
Which three actions can a guide branch out to?
- A. Firing a named event
- B. Inserting another guide
- C. Calling an add-in
- D. Creating anincident
- E. Calling a URL
Correct Answer: A,B,E 🗳️
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