Oracle 1Z0-1038-21 問題集

質問 1：
Your customer wants to measure agent performance based on feedback from their end users. If the end users provide negative feedback, their incidents need to be reopened automatically. Which three tasks will fulfill these requirements?
A. Set an incident business rule to send the survey
B. Schedule a survey to run on a daily basis.
C. Assign a score to the survey questions and set the status field based on the value
D. Create a report of survey responses.
E. Create a new queue for unhappy customers.
F. Create a transactional survey.
正解：A,D,E

質問 2：
Which is a sample object query?
A. SELECT 0.Contacts FROM Organization O WHERE O-ID = 1;
B. SELECT C.Name.First FROM Contact C WHERE C.Name.First like ,C%';
C. SELECT ID FROM Contact WHERE Contact-Name.First like 'Chris' ANDContact.Address.City='Bozeman';
D. SELECT Incident.ReferenceNumber, Incident.PrimaryContact-Contact.* FROM Incident;
正解：C

質問 3：
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

質問 4：
Which two statements are true about linking products, categories, and dispositions?
A. Product-category linkingrestricts customers from searching on the Customer Portal.
B. A leaf product's links are inherited from its parent product.
C. Product-category linking is independent of product-disposition linking.
D. Links can be automatically created to categories and dispositions based on answers an incidents.
E. Links can be created only between the parent levels of products, categories, and dispositions.
正解：A,C

質問 5：
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.
正解：B

質問 6：
When a new customer submits an incident via email, they get a message with a user ID and password, similar to the content below:
An account has been created for you with the following User ID and Password:
User ID: [email protected]
Password: o2UdlJ8d
An agent wants to disable the message being sent when a customer submits an incident via email.
Which option must be enabled to achieve this?
A. EGM_ENABLED
B. EGW_UPDATE_BY_CREATE
C. EGW_PASSWORD_UPDATE_ENABLED
D. EGW_SEND_EMAIL_HEADERS
E. EGW_PASSWD_CREATE
正解：C

質問 7：
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. Use runtime filters in preference to fixed filters
B. Set the option to allow switching of data
C. Remove Primary keys from all tables used in the report
D. Do not set the deferred execution option
E. Add default values to runtime filters if used in the report
F. Use a drilldown level to filter the top level
正解：C,E