1Z0-1038-21の無料問題集（95題）、1Z0-1038-21認定試験参考書

Oracle 1Z0-1038-21 問題集

試験コード：1Z0-1038-21

試験名称：Oracle Service Center 2021 Implementation Essentials

最近更新時間：2025-04-25

問題と解答：全95問

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質問 1：
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?
A. The agents cannot get to the pages where they can end the script.
B. There are no exit or finished events being triggered on the script pages.
C. There are no return events listed in the incident workflow for the script use.
D. There are no script beginning and ending buttons enabled for the script pages.
正解：C,D

質問 2：
Which two events can trigger Custom Process Models?
A. Update
B. Load
C. OnSaveComplete
D. Refresh
E. Create
正解：A,E

質問 3：
Which setup sequence is usedto give permissions to an individual to access an application?
A. Profile > Navigation set > Staff Account
B. Staff Account > Profile > Navigation set
C. Navigation set > Profile > Staff Account
D. None. No sequence is required.
正解：A

質問 4：
Which four view modes are available in the Report Editor?
A. Report View
B. Design View
C. Graphical View
D. Data Set View
E. Database View
F. Layout View
正解：A,B,D,F

質問 5：
In a contact center setup, there are certain custom objects, such as Asset Repair records, that the contact center agents should be able to update only when the supervisor creates a record for them. The contact center agents should not beallowed to perform creation and deletion operations.
How can this be done?
A. by configuring settings at the time of creation of the custom object
B. by creating the Contact CenterAgents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions
C. by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object
D. by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object
正解：D

質問 6：
Which two statements are true about a disposition?
A. It can be made visible on the Customer Portal.
B. It helps to identify the root cause of an incident.
C. It can be linked to products.
D. It can be linked to categories.
E. It can be set to a maximum depth of three in hierarchy levels.
正解：B,C

質問 7：
Which four statements are true about incident rules?
A. Incident rules should have one rule state.
B. Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
C. Incident rules should have a minimum of two rule states.
D. A catch-all rulehas no impact on incident rules.
E. A catch-all escalation action has no impact on incident rules.
F. A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
G. All incident rules should have an action to transit from the initial state to another state.
正解：A,B,F,G

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Oracle Service Center 2021 Implementation Essentials 認定 1Z0-1038-21 試験問題:

1. Which two statements are true about chat surveys?

A) You cannot link customer data back to the chat that is submitted.
B) You can create a chat rule to email a transactional survey to a customer after a chat session.
C) You can create a chat rule to pop up a transactional survey at the end of a chatsession.
D) You can send a chat survey only while a customer is on the chat.

2. Which six actions initiate the business rules engine to run their configured logic?

A) An agent edits an opportunity.
B) An agent edits contacts, incidents, organizations, or tasks.
C) An agent runs an incident report.
D) An agent creates or edits an answer.
E) The rules engine is updated.
F) A customer adds more information to their incident via the end-user pages.
G) A customer creates an incident in the end user portal.
H) An administrator compiles the rules engine.
I) An agentviews the rule log.
J) A customerupdates contact details via the end-user pages.

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

4. 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 with the Manual pull policy will get only incidents that are assigned by their supervisor.
D) Agents will get incidents only from the ql queue.

5. The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which statement is true?

A) You can change the default value to 60 minutes by using Site Configuration > Session Timeout.
B) You can change the default value to 60 minutes by amending the Site Configuration > Configuration Settings value.
C) You can change the default value to 60 minutes by using File > Options > Session Expiration.
D) Because the system default is 15 minutes, it cannot be changed.

質問と回答：

質問 # 1
正解： B、C

質問 # 2
正解： B、C、D、E、F、H

質問 # 3
正解： A

質問 # 4
正解： B

質問 # 5
正解： B