[Mar-2022] Latest Oracle 1Z0-1038-21 Certification Practice Test Questions [Q18-Q35]

NO.18 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?

NO.19 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?

NO.20 A company wantsto include the company logo and contact details in its outbound email communications.
Where should this be configured?

NO.21 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?

NO.22 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?

NO.23 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?

NO.24 Which statement correctly differentiates between a bulk operation and a batch operation?

NO.25 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?

NO.26 Which two are non-CRUD operations?

NO.27 Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?

NO.28 Which two statements are true about safe mode in relation to add-ins?

NO.29 Which three statements are true about headers of custom process models?

NO.30 Which four statements are true about reports?

NO.31 Which three options are not supported in a Browser User Interface workspace?

NO.32 Which three statements are true about the Custom Process Model (CPM) in Oracle Service Cloud?

NO.33 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?

NO.34 What would you use for repetitive text with a single point of maintenance for any changes tothe text?

NO.35 Which four types are used by incidents queues?