Oracle 1Z0-1038-21 Questions & Answers - in .pdf
- Total Q&A: 95
- Update: Aug 17, 2026
- Price: $59.99
- Vendor: Oracle
- Exam Code: 1Z0-1038-21
- Exam Name: Oracle Service Center 2021 Implementation Essentials
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Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Objectives |
| Topic 1: Service Processes and Case Management | - Agent Productivity Tools
- 1. Guided Assistants and Scripts
- 2. Service Console Usage
- Incident and Queue Management
- 1. Queue and Pull Policies
- 2. Case Creation and Assignment
|
| Topic 2: User Interface Customization | - Browser UI Design
- 1. Browser UI Controls
- 2. Workspace Configuration
- Message Templates and Branding
- 1. Branding and Display Settings
- 2. Customizing Templates
|
| Topic 3: Service Center Configuration and Setup | - Business Rules and Automation
- 1. Service Level Agreements (SLAs)
- 2. Workflow Implementation
- User Authentication and Access
- 1. Navigation Sets and Permissions
- 2. Profile and Interface Setup
|
| Topic 4: API and Integration | - JavaScript API Events
- 1. Available API Triggers
- 2. Custom Integration Hooks
|
| Topic 5: Reporting and Analytics | - Standard Reporting Tools
- 1. Report Creation
- 2. Report Security and Deployment
|
Oracle Service Center 2021 Implementation Essentials Sample Questions:
1. 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) Profile workspace assignment
B) SLAs
C) Profile navigation assignment
D) Configuration settings
E) Workspace rules
F) Profile functionalpermissions
2. Examine these functions:
f1- apply() f2 - setup(), f3 - validate(), f4 - cleanup(), f5- fetchObject() What is the correct sequence of execution of these functions during customprocesses testing?
A) f2, f5, f1, f3, f4
B) f5, f2, f3, f4, f1
C) f1, f2, f5, f3, f4
D) f2, f5, f3, f1, f4
E) f1, f2, f4, f3, f5
3. 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 cannot use the Fill Inbox functionality because the pull policy is manual.
B) Agents can use the Fill Inbox functionality to select any of the three queues.
C) Agents will get incidents only from the ql queue.
D) Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.
4. How frequently does Oracle release a new version of a product?
A) Once in four months
B) Once in three months
C) Every month
D) Once in six months
5. 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) Polling survey
B) Transactional survey in rules
C) Broadcast survey
D) Website link survey
Solutions:
Question # 1 Answer: A,C,F | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: D |