Free Oracle Service Center 2020 Implementation Essentials Exam 1Z0-1038-20 Exam Practice Test

Your customer has created a new script and deployed it to agents in their call center within their incident workflow. They have noticed that their agents cannot end the script as expected. What are two reasons for this?

• There are no script beginning and ending buttons enabled for the script pages.
• The agents cannot get to the pages where they can end the script.
• There are no return events listed in the incident workflow for the script use.
• There are no exit or finished events being triggered on the script pages.

A client requires you to set up chat and email as unlimited for an SL

• What must you do?
• Enter zero as the initial value for both fields.
• Leave both the chat and email fields limit as blank.
• Use the default values.
• Enter the value 'Unlimited' in the chat and email fields.

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?

• Use an Incident Business rule to fire a named event and populate the standard text into the message thread.
• 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.
• Create a named event to file each end point of the guide.
• Use Agent Workflow to populate the disposition and the standard text based on the named event in the guide.
• Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.

Which five actions should you perform to configure advanced routing?

• Configure collaboration with external users who are not agent desktop users.
• Add product and category fields to the Live Help page of the Customer Portal.
• Create and activate a rule to route incidents to the advanced routing incident queue.
• Add Access Control to a navigation set.
• Define products and categories.
• Assign guided assistance permission to a profile.
• Assign advanced routing permissions to a profile.
• Create an advanced routing incident queue.

You make some changes to a message template.Which statement is true about applying this change across multiple interfaces?

• You need to use the export and import option.
• The change is reflected across all interfaces by default.
• You need to copy and paste the source code across the multiple interfaces.
• You need to re-create the message template across the multiple interfaces.

Which four statements are true about incident rules?

• A catch-all rule has no impact on incident rules.
• All incident rules should have an action to transit from the initial state to another state.
• Incident rules should have a minimum of two rule states.
• Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
• Incident rules should have one rule state.
• A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
• A catch-all escalation action has no impact on incident rules.

Which is a sample object query?

• SELECT Incident.ReferenceNumber, Incident.PrimaryContact-Contact.* FROM Incident;
• SELECT C.Name.First FROM Contact C WHERE C.Name.First like ,C%';
• SELECT 0.Contacts FROM Organization O WHERE O-ID = 1;
• SELECT ID FROM Contact WHERE Contact-Name.First like 'Chris' AND Contact.Address.City='Bozeman';

Which two statements are true about Oracle Service Cloud accelerators?

• Oracle provides support for all accelerators.
• They are complete plug-and-play tools that can be used with Oracle Service Cloud in any client environment free of cost.
• They are code samples to show how integrations can be built by using the public integration capabilities of Oracle Service Cloud.
• The source files for all listed accelerators are available for download.
• They are available at http://www.oracle.com/technetwork.

Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?

• Select the corresponding pull policy.
• Select the Pull Chat check box in the chat profile.
• Select the Chat check box that is associated with an agent's staff account.
• Configure advanced routing.
• Enable the engagement engine.

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?

• Configuration settings
• Workspace rules
• SLAs
• Profile functional permissions
• Profile navigation assignment
• Profile workspace assignment