1z0-1038-22 Exam Training Practice Tests (Oracle Service Center 2022 Implementation Professional)]

Question 1

Which two statements are true about linking products, categories, and dispositions?

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

Correct Answer: A,B

Question 2

What would you use for repetitive text with a single point of maintenance for any changes to the text?

A. Merge field B. Custom object field C. Custom field D. Variable

Correct Answer: D

Question 3

What must you set to enable the email channel?

A. EGW_ENABLED B. EGW_SAVE_EMAIL_HEADERS C. EGW_AUTO_CONT_CREATE D. EGW_UPDATE_BY_CREATE E. EGW_SECURE_UPDATE_ENABLED

Correct Answer: A

Question 4

Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?

A. Capturing all incident-associated CO data from customers B. If a contact record does not exist, creating a contact record as captured by an agent from customers C. Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier D. Allowing an agent to switch between workspaces by clicking the "Select Workspace" button E. If a contact record exists, loading details from the contact found in the incident workspace

Correct Answer: A,B,E

Question 5

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 to all 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. Create and add the distribution list to the schedule. B. Upgrade the permissions for the report to include the executive team. C. Create a schedule record for the report. D. Set up staff accounts for the executive team. E. Send a notification to the executive team that the report is available. F. Create a dashboard for the report.

Correct Answer: A,C

Question 6

Your customer has designed a guide to explain in detail to end users how to apply for a career guidance program. The customer wants this guide to be placed on the Customer Portal pages and a survey to be opened when an option in this guide is selected.
Which survey type would you use?

A. Website link survey B. Broadcast survey C. Polling survey D. Transactional survey in rules

Correct Answer: A

Question 7

A client requires you to set up chat and email as unlimited for an SLA.
What must you do?

A. Use the default values. B. Enter zero as the initial value for both fields. C. Enter the value "Unlimited" in the chat and email fields. D. Leave both the chat and email fields limit as blank.

Correct Answer: B

Question 8

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?

A. The profile to which the agent is assigned does not have a navigation set assigned. B. The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab. 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 Interface Access check box selected. E. The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.

Correct Answer: D

Question 9

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?

A. Profile navigation assignment B. Profile workspace assignment C. Profile functional permissions D. SLAs E. Workspace rules F. Configuration settings

Correct Answer: A,B,C

Question 10

How many rows can be returned by a tabular query?

A. 10000 B. 100000 C. Unlimited D. 1000 E. 100

Correct Answer: D

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