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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. What are the three different types of pull policy for queues?

A) Advanced
B) Strict Priority
C) Standard
D) Round Robin
E) First Due
F) Manual

2. A customer is trying to import a report when the following error occurs:
"The selected Report Definition File is not a valid file exported by the Report Designer Export function, or the exported file has been modified." Which two options will resolve this error?

A) Check the customized regional and language settings of your workstation or personal computer.
B) Update the hash value to match the hash declared at the end of the file.
C) Reduce the picture scale of the report.
D) Check if the exported file was generated by a product version that is older than the existing product version.

3. 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?

A) Send a notification to the executive team that the report is available.
B) Upgrade the permissions for the report toinclude the executive team.
C) Set up staff accounts for the executive team.
D) Create a dashboard for the report.
E) Create andadd the distribution list to the schedule.
F) Create a schedule record for the report.

4. 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) Use business rules to automatically calculate dates
B) Add all the holidays observed by your organization.
C) Create a custom incident milestones report and add it to a custom incident workspace
D) Define default response requirements.

5. For which three reasons should you recommend using workflows?

A) They guide agents through complex customer interactions and data updates.
B) They reduce human error.
C) They can sort incidents raised by a contact.
D) They promote efficiency.
E) They help customers find relevantknowledge answers.

Solutions: