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Oracle 1z0-1038-22 Dumps

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Total 97 questions

Oracle Service Center 2022 Implementation Professional Questions and Answers

Question 1

A customer is using a service level agreement (SLA) to calculate resolution due dates automatically when an SLAinstance is added to an incident. What setup is required for resolution due calculations?

Options:

A.

Create a custom incident milestones report and add it to a custom incident workspace

B.

Add all the holidays observed by your organization.

C.

Define default response requirements.

D.

Use business rules to automatically calculate dates

Question 2

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?

Options:

A.

Check the agent profile for whether the appropriate navigation

B.

Remove the existing navigation sets and reassign them.

C.

Select the Reset Navigation Set to Profile Default option.

D.

Ask the agent to log in to the application again.

Question 3

Which three statements are true about add-ins?

Options:

A.

They are written in the C# .NET programming language with the templates provided by Oracle Service Cloud.

B.

They can be designed to create visualcomponents and not perform any integrations.

C.

They always run locally to access local data.

D.

They always run locally on the machines on which the desktop application runs.

E.

They are the visual areas of Oracle Service Cloud Agent Desktop.

F.

They canbe added to the Custom Portal area of Oracle Service Cloud.

Question 4

Which two events can trigger Custom Process Models?

Options:

A.

Update

B.

OnSaveComplete

C.

Create

D.

Load

E.

Refresh

Question 5

Which four statements are true about incident rules?

Options:

A.

A catch-all rulehas no impact on incident rules.

B.

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

C.

Incident rules should have a minimum of two rule states.

D.

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

E.

Incident rules should have one rule state.

F.

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

G.

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

Question 6

A customer is trying to use Element Manager to import and add-ins and receives this error:

"This package cannot beprocessed."

What is the reason for this error?

Options:

A.

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

B.

The hash value during import doesn't match the hash declared at the end of the rile.

C.

The Browser User Interface (BUI) workspace is not using the standard workspace.

D.

Element Manager does not support the import and export of workspaces with custom workspace ribbon add-ins.

Question 7

Which six actions initiate the business rules engine to run their configured logic?

Options:

A.

An agent edits contacts, incidents, organizations, or tasks.

B.

A customer creates an incident in the end user portal.

C.

A customerupdates contact details via the end-user pages.

D.

The rules engine is updated.

E.

A customer adds more information to their incident via the end-user pages.

F.

An agent creates or edits an answer.

G.

An administrator compiles the rules engine.

Question 8

Which five actions should you performto configure advanced routing?

Options:

A.

Configure collaboration with external users who are not agent desktop users.

B.

Add product and category fields to the Live Help page of the Customer Portal.

C.

Create and activate a rule to route incidents to the advanced routing incident queue.

D.

Add Access Control to a navigation set.

E.

Define products and categories.

F.

Assign guided assistance permission to a profile.

G.

Assign advanced routing permissions to a profile.

Question 9

Your customer specifies five requirements.

Which three requirements can be fulfilled by using workflows?

Options:

A.

If a contact record does not exist, creating a contact record as captured by an agent from customers

B.

If a contact record exists, loading details from the contact found in the incident workspace

C.

Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier

D.

Capturingall incident-associated CO data from customers

E.

Allowing an agent to switch between workspaces by clicking the "Select Workspace" button

Question 10

You want yoursystem to offer a chat invitation to any customer who spends at least two minutes on a specific web page.

What should you use?

Options:

A.

configuration settings

B.

business rules

C.

proactive chat widget

D.

syndicate chat widget

Question 11

Which two statements are true about a disposition?

Options:

A.

It can be made visible on the Customer Portal.

B.

It can be linked to products.

C.

It helps to identify the root cause of an incident.

D.

It can be set to a maximum depth of three in hierarchy levels.

E.

It can be linked to categories.

Question 12

Which three events are available with theJavaScript API?

Options:

A.

aftersave()

B.

onsaveclose ()

C.

enclose ()

D.

onrefresh()

E.

onbeforesave ()

F.

ondataupdated()

Question 13

Which four types are used by incidents queues?

Options:

A.

FIFO

B.

Round Robin (Logged In)

C.

LIFO

D.

Quick

E.

Round Robin (All)

F.

Standard

G.

Advanced Routing

Question 14

How many rows can be returned by a tabular query?

Options:

A.

Unlimited

B.

100000

C.

100

D.

10000

E.

1000

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Total 97 questions