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The Oracle Service Center 2020 Implementation Essentials certification validates crucial skills, making the 1Z0-1038-20 a rigorous challenge. Tackle it head-on with Actual4Labs, where you get instant access to 73 meticulously updated questions for 2026.
| Certification Vendor: | Oracle |
|---|---|
| Exam Name: | Oracle Service Center 2020 Implementation Essentials |
| Exam Number: | 1Z0-1038-20 |
| Real Exam Qty: | 60 - 70 |
| Exam Price: | $245 USD |
| Passing Score: | 64% |
| Available Languages: | English |
| Exam Format: | Multiple Select, Multiple Choice |
| Exam Duration: | 105 minutes |
| Related Certifications: | Oracle B2C Service Oracle Cross-Channel Contact Center Cloud Service |
| Certificate Validity Period: | 18 months |
| Recommended Training: | Oracle B2C Service Implementation Training |
| Exam Registration: | Oracle University Registration Pearson VUE Scheduling |
| Sample Questions: | DOWNLOAD DEMO |
| Exam Way: | Online proctored or onsite at Pearson VUE testing centers |
| Pre Condition: | No official prerequisites; 6+ months hands-on experience with Oracle B2C Service recommended |
| Official Syllabus URL: | https://education.oracle.com/oracle-service-center-2020-implementation-essentials/trackp_1038-20 |
| Section | Weight | Objectives |
|---|---|---|
| Analytics and Reporting | 15% | - B2C Service reporting framework - Custom report creation and sharing - Audit fields and data tracking |
| Configuration and Administration | 20% | - Service Level Agreements (SLA) configuration - Products, categories and dispositions - Queues, assignments and routing rules - Element Manager import/export operations |
| Business Processes and Automation | 20% | - Chat, co-browse and agent assistance tools - Enhanced business rules and workflows - Message templates and outbound communications - Guided Assistants implementation |
| Mail, Internationalization and Extensions | 15% | - Mailboxes and email channel setup - Service Console add-ins and custom extensions - Multi-language and international data handling |
| B2C Service Products and Initial Setup | 15% | - Service Console setup and navigation - Core business objects and data model - Overview of B2C Service platform - Initial system configuration |
| User Administration and Interface | 15% | - Message bases and standard text variables - Browser UI workspaces creation - Navigation menus and application layout - User accounts, roles and permissions |
The 1Z0-1038-20 exam is a core requirement for the Oracle Service Center 2020 Certified Implementation Specialist certification at the Specialist level. Earning this validates your skills for credentials like Oracle B2C Service, Oracle Cross-Channel Contact Center Cloud Service.
Candidates will face 60 - 70 questions and have 105 minutes to complete the exam. This means you need strict time management. We strongly recommend taking timed practice tests to ensure you can maintain a steady pace without rushing when under actual exam time pressure.
The official examination fee is $245 USD, and you must achieve a score of 64% to pass. Since retaking the test requires paying the full fee again, utilizing accurate practice materials for thorough self-assessment beforehand is crucial to protect your investment.
Candidate requirements include: No official prerequisites; 6+ months hands-on experience with Oracle B2C Service recommended. Please verify all eligibility details on the official certification page before scheduling your appointment.
Registration is handled through official testing partners. The exam is delivered via Online proctored or onsite at Pearson VUE testing centers. You can sign up here:
The vendor suggests following official learning paths to build a foundational understanding:
Once you complete your training, use the 73 practice questions from Actual4Labs to refine your exam readiness.
Absolutely. A free PDF demo is available for you to evaluate the quality of our questions. Once purchased, you receive 365 days of free updates. If your access expires, you can renew it at a 50% discount to keep your materials current.
Your 1Z0-1038-20 practice materials are delivered instantly. You can download them right away, and a copy will be sent to your email within one minute (contact support if not received in 2 hours). You can install the software on an unlimited number of computers. We also offer a 100% Money Back Guarantee: if you fail the corresponding exam within 60 days of purchase, you can claim a full refund. To apply, submit your enrollment slip and official Score Report PDF within 2 days after taking the test (processing takes up to 7 days). Note: failures within 3 days of purchase, downloaded but unattempted exams, free materials, and expired orders are excluded. The payer's name must match the candidate's name. Alternatively, you can exchange your order for two free exams of equal value and keep the original product's updates.
The syllabus is divided into 6 main domains. Key areas include "Configuration and Administration" (20%), "Mail, Internationalization and Extensions" (15%), "B2C Service Products and Initial Setup" (15%). For a comprehensive breakdown of all measured skills, please review the complete exam outline table provided above.
Question 1
In which two scenarios would you use multiple interfaces?
A. When new business processes need to be supported other than the standard contact center
B. When your portal needs the support of different channels for login
C. When your business operates in different lines of business
D. When multiple languages need to be supported
E. When you need multiple channels enabled such as email, chat, and web self-service
Question 2
Which three statements are true about add-ins?
A. They are the visual areas of Oracle Service Cloud Agent Desktop.
B. They can be added to the Custom Portal area of Oracle Service Cloud.
C. They are written in the C# .NET programming language with the templates provided by Oracle Service Cloud.
D. They can be designed to create visual components and not perform any integrations.
E. They always run locally to access local data.
F. They always run locally on the machines on which the desktop application runs.
Question 3
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. EGW_SEND_EMAIL_HEADERS
B. EGW_PASSWORD_UPDATE_ENABLED
C. EGW_UPDATE_BY_CREATE
D. EGM_ENABLED
E. EGW_PASSWD_CREATE
Question 4
Your customer has "Gold" level SLAs being applied to certain organizations according to organization rules.
After six months, the business decides to change the response time: instead of responding in 24 hours your agents need to respond within eight business hours.
You modify the "Gold" SLA to reflect this change but you notice that the SLA reports are still using a 24-hour response time.
Based on this scenario, which statement is correct?
A. Updating the SLA will not automatically update the organization's SLA instance.
B. Your site has been corrupted with the "Gold" SLA.
C. You have not activated the rules so the updated SLAs are not being applied.
D. The SLA reports will need to be modified to use the new SLA.
Question 5
How can you enable add-ins to run locally without uploading it to the server?
A. Configuration > Site Configuration > Addin Manager > Required Profile > Interfaces > Select Developer Mode.
B. Configuration > Site Configuration > Addin Manager > Required Profile > Select Developer Mode.
C. Configuration > Staff Management > Profiles > Required Profile > Interfaces tab, Addin tab > Select Developer Mode.
D. Configuration > Staff Management > Profiles > Required Profile > Select Developer Mode.
Solutions:
| Question 1 Answer: C,D | Question 2 Answer: A,C,F | Question 3 Answer: B | Question 4 Answer: C | Question 5 Answer: A |
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