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Oracle 1Z0-1038-21 exam dumps and online Test Engine
NEW QUESTION 50
Which four view modes are available in the Report Editor?
- A. Data Set View
- B. Database View
- C. Graphical View
- D. Layout View
- E. Design View
- F. Report View
Answer: A,D,E,F
NEW QUESTION 51
You are working oncomplete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?
- A. Agent scripts
- B. Business rules
- C. Intent guide
- D. Guided assistance
- E. Custom process model
Answer: B,E
NEW QUESTION 52
Which two statements are true about chat surveys?
- A. You can create a chat rule to email a transactional survey to a customer after a chat session.
- B. You cannot link customer data back to the chat that is submitted.
- C. You can create a chat rule to pop up a transactional survey at the end of a chatsession.
- D. You can send a chat survey only while a customer is on the chat.
Answer: A,C
NEW QUESTION 53
A customer has defined Service Intervals at the interface level (Response Requirements) as Monday to Friday (10-17 hours) and at the SLA LI level as Monday to Saturday (10-18 hours) with a response time of 6 hours.
An incident arrives on Friday at 7 PM and is applied to the SLA LI instance.
What is the response due time?
- A. Tuesday 11 AM
- B. Monday 10 AM
- C. Saturday 6 PM
- D. Saturday 4 PM
Answer: D
NEW QUESTION 54
You make some changes to your message template and deployit globally, but the deployed status continues to show as pending.
What would you do to resolve this?
- A. Validate the template.
- B. Enable the global template.
- C. Save the deployment.
- D. Accept the changes.
Answer: C
NEW QUESTION 55
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?
- A. Load
- B. Workspace
- C. Set Fields
- D. Return
- E. Entry Point
- F. Decision
Answer: B,E,F
NEW QUESTION 56
How can you set a preference that is local to your machine?
- A. By selecting File > Settings
- B. By selecting File > Configuration
- C. By selecting File > Options
- D. By selecting Navigation pane > Configuration > Staff Management > Profiles
Answer: C
NEW QUESTION 57
Which three statements are true about Service Level Agreements?
- A. They enable you to restrict the number of incidents raised by end users through various channels.
- B. They enable you to specify the duration for which an incident can be kept in waiting status.
- C. They enable you to set a timeline for an agent to respond to an incident.
- D. They enable you torestrict what agents can view as part of navigation on the console.
- E. They enable you to set the reports that are visible to an agent.
- F. They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.
Answer: B,C,F
NEW QUESTION 58
Which three features can be configured in advanced routing?
- A. Skill time
- B. Queue limit
- C. Queue overflow
- D. Queue segregation
- E. Queue prioritization
- F. Skill relaxation
Answer: C,E,F
NEW QUESTION 59
Your customer wants to set a disposition and add a specific standard text item automatically based on a given endpoint within the guided assistant path info response thread. Which two steps are required to complete this request?
- A. Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required in the incident workplace.
- B. Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.
- C. Use Agent Workflow to populate the disposition and the standard text based on the named event in the guide.
- D. Create a named event to file each end point of the guide.
- E. Use an Incident Business rule to fire a named event and populate the standard text into the message thread.
Answer: B,D
NEW QUESTION 60
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?
- A. Check if the exported file was generated by a product version that is older than the existing product version.
- B. The Browser User Interface (BUI) workspace is not using the standard workspace.
- C. The hash value during import doesn't match the hash declared at the end of the rile.
- D. Element Manager does not support the import and export of workspaces with custom workspace ribbon add-ins.
Answer: B
NEW QUESTION 61
Which two statements are true about mailboxes?
- A. The Dbtstatus utility is responsible for having incidents created after an emailis sent to the Service Cloud mailbox.
- B. Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.
- C. Techmail isresponsible for pulling emails from single or multiple mailboxes.
- D. Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.
- E. The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.
Answer: C,E
NEW QUESTION 62
What must you set to enable the email channel?
- A. EGW_UPDATE_BY_CREATE
- B. EGW_SAVE_EMAIL_HEADERS
- C. EGW_SECURE_UPDATE_ENABLED
- D. EGW_ENABLED
- E. EGW_AUTO_CONT_CREATE
Answer: D
NEW QUESTION 63
How frequently does Oracle release a new version of a product?
- A. Every month
- B. Once in six months
- C. Once in three months
- D. Once in four months
Answer: C
NEW QUESTION 64
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?
- A. The SLA reports will need to be modified to use the new SLA.
- B. Your site has been corrupted with the "Gold" SLA.
- C. You have not activated the rules so the updated SLAs are not being applied.
- D. Updating the SLA will not automatically update the organization's SLA instance.
Answer: C
NEW QUESTION 65
Your customer has designed a guideto 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. Transactional survey in rules
- B. Website link survey
- C. Broadcast survey
- D. Polling survey
Answer: B
NEW QUESTION 66
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?
- A. Exit the administration interface without completing the normal logout process.
- B. Use Safe mode when logging in to the application.
- C. View the add-in's log files and rectify the issue.
- D. Log out of the interface and log in again.
Answer: B,C
NEW QUESTION 67
Which three actions can a guide branch out to?
- A. Creating anincident
- B. Inserting another guide
- C. Calling a URL
- D. Firing a named event
- E. Calling an add-in
Answer: B,C,D
NEW QUESTION 68
Which three statements are true about headers of custom process models?
- A. They contain standard objects only.
- B. Theycontain the version number of the PHP script.
- C. The/QDntain the version number of the Connect Common Object Model.
- D. They list only the events that are supported by the code implementation.
- E. The header section is always commented.
- F. The header section needs to be uncommented during testing.
- G. They contain all possible events with the objects.
Answer: A,D,E
NEW QUESTION 69
Which three functions are not part of the math group of functions?
- A. to_number
- B. ceiling
- C. floor
- D. bitand
- E. lower
- F. rand
- G. power
- H. round
- I. length
- J. truncate
Answer: A,E,I
NEW QUESTION 70
Which is an invalid data type?
- A. Text area
- B. Text field
- C. Menu
- D. Float
- E. Date/time
- F. Integer
- G. Radio
Answer: G
NEW QUESTION 71
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?
- A. Add all the holidays observed by your organization.
- B. Create a custom incident milestones report and add it to a custom incident workspace
- C. Define default response requirements.
- D. Use business rules to automatically calculate dates
Answer: B
Explanation:
Explanation
https://docs.oracle.com/cloud/august2017/servicecs_gs/FAMUG/_service.htm#FAMUGai1215329
NEW QUESTION 72
In which two scenarios would you use multiple interfaces?
- A. When new business processes need to be supported other than the standard contact center
- B. When your business operates in different lines of business
- C. When your portal needs the support of different channels for login
- D. When multiple languages need to be supported
- E. When you need multiple channels enabled such as email, chat,and web self-service
Answer: B,D
NEW QUESTION 73
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