[2021] 1Z0-1038-20 All-in-One Exam Guide Practice To your 1Z0-1038-20 Exam!
Preparations of 1Z0-1038-20 Exam 2021 Oracle Service Cloud Cross-Channel Contact Center Unlimited 73 Questions
NEW QUESTION 33
Which two statements are true about a disposition?
- A. It helps to identify the root cause of an incident.
- B. It can be set to a maximum depth of three in hierarchy levels.
- C. It can be made visible on the Customer Portal.
- D. It can be linked to categories.
- E. It can be linked to products.
Answer: A,E
NEW QUESTION 34
You have a requirement for an incident workspace where clicking a kind of text hyperlink should open a browser window by using the third-party URL of the loaded client. You want to implement this by using add-ins.
Which add-in should you create?
- A. Workspace Ribbon
- B. Report Command
- C. Content Pane
- D. Global Ribbon
- E. Workspace
Answer: E
NEW QUESTION 35
How can you set a preference that is local to your machine?
- A. By selecting Navigation pane > Configuration > Staff Management > Profiles
- B. By selecting File > Configuration
- C. By selecting File > Options
- D. By selecting File > Settings
Answer: C
NEW QUESTION 36
You make some changes to a message template.
Which statement is true about applying this change across multiple interfaces?
- A. You need to re-create the message template across the multiple interfaces.
- 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 use the export and import option.
Answer: C
NEW QUESTION 37
Which three requirements can be implemented by using workspace rules?
- A. Dynamically setting the URL for browser control
- B. Triggering escalation mails to the manager after the escalation time is over
- C. Calling an add-in
- D. Prompting a customer care executive to dynamically open a guide
- E. Calling a CPM script
Answer: A,C,D
NEW QUESTION 38
Which is a sample object query?
- A. SELECT C.Name.First FROM Contact C WHERE C.Name.First like ,C%';
- B. SELECT 0.Contacts FROM Organization O WHERE O-ID = 1;
- C. SELECT Incident.ReferenceNumber, Incident.PrimaryContact-Contact.* FROM Incident;
- D. SELECT ID FROM Contact WHERE Contact-Name.First like 'Chris' AND
Contact.Address.City='Bozeman';
Answer: D
NEW QUESTION 39
Which four types are used by incidents queues?
- A. Quick
- B. LIFO
- C. Round Robin (All)
- D. Round Robin (Logged In)
- E. Advanced Routing
- F. Standard
- G. FIFO
Answer: C,D,E,F
NEW QUESTION 40
Which two statements are true about safe mode in relation to add-ins?
- A. It allows an agent desktop to log in to the application without any add-ins.
- B. It is enabled automatically if the previous shutdown of the agent desktop application did not happen normally.
- C. It is a profile setting that must be enabled for a profile.
- D. It allows an agent desktop to log in to the application with local add-in files.
- E. It is a setting that must be enabled at the interface level.
Answer: B,D
NEW QUESTION 41
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. Create a new queue for unhappy customers.
- C. Create a report of survey responses.
- D. Assign a score to the survey questions and set the status field based on the value
- E. Create a transactional survey.
- F. Schedule a survey to run on a daily basis.
Answer: A,B,C
NEW QUESTION 42
Which two events can trigger Custom Process Models?
- A. Refresh
- B. Load
- C. Create
- D. Update
- E. OnSaveComplete
Answer: C,D
NEW QUESTION 43
Which two statements are true when working with add-ins in a Custom Object workspace?
- A. You cannot obtain a custom object instance directly by using the add-in API. You need to use the Connect web service for SOAP again for the, same.
- B. IGenericObject is the interface that is available with the Connect Common Object Model (CCOM) API for custom objects.
- C. Using the record context, you can obtain an instance of a custom object by passing the package name and object name.
- D. It is not possible to automate anything by using an add-in framework in a Custom Object workspace.
- E. IGenericObject is the interface that is available with the add-in API for custom objects.
Answer: A,C
NEW QUESTION 44
Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.
- A. No exit or finished event is being triggered on the script pages.
- B. The script beginning and ending buttons are not enabled for the script pages.
- C. The agents are not able to get to the pages where they can end the script.
- D. No return events are listed in the incident workflow for the script to use.
Answer: A,D
NEW QUESTION 45
Your customer wants an incident survey to be reopened automatically if it does not meet the minimum score.
Which three actions should you perform to meet this requirement?
- A. Schedule the survey on a daily basis.
- B. Create a polling survey.
- C. Create a transactional survey.
- D. Write a business rule to reopen the case.
- E. Assign scores to the survey questions and set the status field based on the responses.
- F. Create a report for the survey scores.
Answer: C,D,E
NEW QUESTION 46
Which three statements are true about the Custom Process Model (CPM) in Oracle Service Cloud?
- A. It is triggered by an event that occurs on the standard objects that are used by queues.
- B. It is a PHP script that executes only synchronously.
- C. It is always triggered from business rules.
- D. It is triggered by an event that occurs on standard objects only.
- E. It can be triggered by an event that occurs even on a custom object.
- F. It can be triggered by an event that occurs on community objects.
- G. It is also known as the Object Event Handler.
Answer: E,F,G
NEW QUESTION 47
Which four statements are true about incident rules?
- A. A catch-all rule has no impact on incident rules.
- B. All incident rules should have an action to transit from the initial state to another state.
- C. Incident rules should have a minimum of two rule states.
- D. Incident rules should have one rule state.
- E. A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
- F. A catch-all escalation action has no impact on incident rules.
- G. Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
Answer: B,D,E,G
NEW QUESTION 48
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 functional permissions
- B. Profile workspace assignment
- C. Workspace rules
- D. Profile navigation assignment
- E. SLAs
- F. Configuration settings
Answer: A,B,D
NEW QUESTION 49
Which five actions should you perform to configure advanced routing?
- A. Add Access Control to a navigation set.
- B. Add product and category fields to the Live Help page of the Customer Portal.
- C. Define products and categories.
- D. Assign guided assistance permission to a profile.
- E. Create an advanced routing incident queue.
- F. Create and activate a rule to route incidents to the advanced routing incident queue.
- G. Assign advanced routing permissions to a profile.
- H. Configure collaboration with external users who are not agent desktop users.
Answer: A,C,F,G,H
NEW QUESTION 50
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