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Oracle Service Center 2021 Implementation Essentials : 1Z0-1038-21
Exam Code: 1Z0-1038-21
Exam Name: Oracle Service Center 2021 Implementation Essentials
Updated: Oct 06, 2026
Q & A: 95 Questions and Answers
1Z0-1038-21 Free Demo download
About Oracle 1Z0-1038-21 Exam
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Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Processes and Case Management | - Incident and Queue Management
|
| Topic 2: Service Center Configuration and Setup | - Business Rules and Automation
|
| Topic 3: Reporting and Analytics | - Standard Reporting Tools
|
| Topic 4: API and Integration | - JavaScript API Events
|
| Topic 5: User Interface Customization | - Message Templates and Branding
|
Oracle Service Center 2021 Implementation Essentials Sample Questions:
Question #1
Which Oracle Service Cloud capability can assign chats based on language and product skills?
- A. Advanced routing
- B. Syndicated chat
- C. Engagement engine
- D. Business rules
Correct Answer: A 🗳️
Question #2
You have a requirement to purge Incidents where the Incidents have not been updated in the last 30days using Data Lifecycle Management. What are the two steps you should do to define a report containing criteria used to purge the records?
- A. Remove Primary keys from all tables used in the report
- B. Set the option to allow switching of data
- C. Do not set the deferred execution option
- D. Add default values to runtime filters if used in the report
- E. Use runtime filters in preference to fixed filters
- F. Use a drilldown level to filter the top level
Correct Answer: A,D 🗳️
Question #3
Your customer would like to send a communication about a product that is applicable only to its user base in the USA.
Which three actions should you perform?
- A. Add the segment in step (d) to the Audience tab in the Included section.
- B. Create a segment of contacts whose contact home country is USA.
- C. Create a report of contacts whose contact home
- D. Create a transactional survey.
- E. Create a broadcast survey.
- F. Add the report in step (c) to the Audience tab in the Included section.
Correct Answer: B,D,E 🗳️
Question #4
How can you set a preference that is local to your machine?
- A. By selecting Navigation pane > Configuration > Staff Management > Profiles
- B. By selecting File > Options
- C. By selecting File > Settings
- D. By selecting File > Configuration
Correct Answer: B 🗳️
Question #5
Which four types are used by incidents queues?
- A. Quick
- B. Round Robin (Logged In)
- C. Standard
- D. Round Robin (All)
- E. LIFO
- F. FIFO
- G. Advanced Routing
Correct Answer: B,C,D,G 🗳️
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