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  4. 1z0-1038-22 - Oracle Service Center 2022 Implementation Professional

Oracle 1z0-1038-22 Oracle Service Center 2022 Implementation Professional Exam Practice Test

Demo: 14 questions
Total 97 questions
Get 1z0-1038-22 Full Access Download 1z0-1038-22 PDF

Oracle Service Center 2022 Implementation Professional Questions and Answers

Question 1

You are working oncomplete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.

What are the two options that you would suggest £o streamline this contact center training program?

Options:

A.

Business rules

B.

Guided assistance

C.

Intent guide

D.

Custom process model

E.

Agent scripts

Question 2

Which Oracle Service Cloud capability can assign chats based on language and product skills?

Options:

A.

Advanced routing

B.

Business rules

C.

Syndicated chat

D.

Engagement engine

Question 3

What must you set to enable the email channel?

Options:

A.

EGW_SAVE_EMAIL_HEADERS

B.

EGW_AUTO_CONT_CREATE

C.

EGW_ENABLED

D.

EGW_UPDATE_BY_CREATE

E.

EGW_SECURE_UPDATE_ENABLED

Question 4

You make some changes to a message template.

Which statement is true about applying this change acrossmultiple interfaces?

Options:

A.

You need to use the export and import option.

B.

The change is reflected across all interfaces by default.

C.

You need to copy and paste the source code across the multiple interfaces.

D.

You need to re-create the message templateacross the multiple interfaces.

Question 5

A customer has defined Service Intervals at the interface level (Response Requirements) as Monday to Friday (10-17 hours) and at the SLA LI level as Monday to Saturday (10-18 hours) with a response time of 6 hours.

An incident arrives on Friday at 7 PM and is applied to the SLA LI instance.

What is the response due time?

Options:

A.

Saturday 6 PM

B.

Saturday 4 PM

C.

Monday 10 AM

D.

Tuesday 11 AM

Question 6

A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.

What could be the reason?

Options:

A.

The profile to which the agent is assigned does not have the Interface Access checkbox selected.

B.

The profile to which the agent is assigned does not have a navigation set assigned.

C.

The profile to which the agent is assigned does not have the incident workspace assigned.

D.

The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.

E.

The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.

Question 7

Which statement is true about the JavaScript API?

Options:

A.

It cannot be used in Custom Object workspaces.

B.

It is available when you use the Connect Common Object Model CCOM for API operations.

C.

It Is available as JavaScript objectsand can be exposed through browser controls in a workspace.

D.

It comes with in-built exception handling.

Question 8

Which two statements are true about mailboxes?

Options:

A.

Techmail isresponsible for pulling emails from single or multiple mailboxes.

B.

Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.

C.

The Dbtstatus utility is responsible for having incidents created after an emailis sent to the Service Cloud mailbox.

D.

The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.

E.

Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.

Question 9

Your customer wants to display customized branding information in the login window. Which two options can be used?

Options:

A.

Use the BRAND_WELCOME_MSG configuration setting, which specifies the welcome message that is displayed on the login page.

B.

Use the BRAND_CONTENT_URL configuration setting, which specifies the URL that is used to display content in the content pane of the login page.

C.

Use the LOGIN_SECURITY_URL, configuration setting, which specifies the URL that is used to display content in thecontent pane of the login page.

D.

Use the LOGIN_SECURITY_MSG configuration setting, which specifies the welcome message that is displayed on the login page.

Question 10

Which three statements are true about Service Level Agreements?

Options:

A.

They enable you to specify the duration for which an incident can be kept in waiting status.

B.

They enable you torestrict what agents can view as part of navigation on the console.

C.

They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.

D.

They enable you to restrict the number of incidents raised by end users through various channels.

E.

They enable you to set a timeline for an agent to respond to an incident.

F.

They enable you to set the reports that are visible to an agent.

Question 11

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: emailaddress@domain.com

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?

Options:

A.

EGW_PASSWD_CREATE

B.

EGM_ENABLED

C.

EGW_SEND_EMAIL_HEADERS

D.

EGW_UPDATE_BY_CREATE

E.

EGW_PASSWORD_UPDATE_ENABLED

Question 12

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?

Options:

A.

Create a custom incident milestones report and add it to a custom incident workspace

B.

Add all the holidays observed by your organization.

C.

Define default response requirements.

D.

Use business rules to automatically calculate dates

Question 13

A company wantsto include the company logo and contact details in its outbound email communications.

Where should this be configured?

Options:

A.

Admin HTML Editor

B.

Contact HTML Editor

C.

Global template

D.

Quote template

Question 14

In which two scenarios would you use multiple interfaces?

Options:

A.

When you need multiple channels enabled such as email, chat,and web self-service

B.

When new business processes need to be supported other than the standard contact center

C.

When multiple languages need to be supported

D.

When your portal needs the support of different channels for login

E.

When your business operates in different lines of business

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Demo: 14 questions
Total 97 questions
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