Updated Jan 04, 2022 Verified Pass 1Z0-1038-20 Exam in First Attempt Guaranteed
Free 1Z0-1038-20 Sample Questions and 100% Cover Real Exam Questions (Updated 73 Questions)
Oracle 1Z0-1038-20 Exam Syllabus Topics:
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NEW QUESTION 30
In which two scenarios would you use multiple interfaces?
- A. When your business operates in different lines of business
- B. When you need multiple channels enabled such as email, chat, and web self-service
- C. When new business processes need to be supported other than the standard contact center
- D. When your portal needs the support of different channels for login
- E. When multiple languages need to be supported
Answer: A,E
NEW QUESTION 31
Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?
- A. Enable the engagement engine.
- B. Select the Chat check box that is associated with an agent's staff account.
- C. Select the corresponding pull policy.
- D. Select the Pull Chat check box in the chat profile.
- E. Configure advanced routing.
Answer: C,D
NEW QUESTION 32
Which two components can be edited in a standard report?
- A. Graphs
- B. Permissions
- C. Report headings
- D. Column headings
- E. Non-selectable filters
- F. Schedules
Answer: B,F
NEW QUESTION 33
Which two statements are true about safe mode in relation to add-ins?
- A. It is a profile setting that must be enabled for a profile.
- B. It is enabled automatically if the previous shutdown of the agent desktop application did not happen normally.
- C. It allows an agent desktop to log in to the application without any add-ins.
- D. It is a setting that must be enabled at the interface level.
- E. It allows an agent desktop to log in to the application with local add-in files.
Answer: B,E
NEW QUESTION 34
How can you enable add-ins to run locally without uploading it to the server?
- A. Configuration > Staff Management > Profiles > Required Profile > Select Developer Mode.
- B. Configuration > Staff Management > Profiles > Required Profile > Interfaces tab, Addin tab > Select Developer Mode.
- C. Configuration > Site Configuration > Addin Manager > Required Profile > Interfaces > Select Developer Mode.
- D. Configuration > Site Configuration > Addin Manager > Required Profile > Select Developer Mode.
Answer: C
NEW QUESTION 35
Which three statements are true about navigation sets?
- A. Using navigation sets, you can define what quick links can be seen when navigating File > Link.
- B. The same navigation set can be set for different interfaces.
- C. Using navigation sets, you can configure whether to show the Home navigation pane or not.
- D. Using navigation sets, you can configure which quick search reports can be seen.
- E. Using navigation sets, you can define what new objects can be created by using the File menu.
- F. Using navigation sets, you can configure whether to show the Recent Items navigation pane or not.
Answer: B,C,D
NEW QUESTION 36
A customer is unable to see a record in the audit log after running a report. What could be the reason for this?
- A. the Purge settings in the database
- B. the Filters settings of the report
- C. the permissions of the report
- D. the Expanded Report Audit Log from the Reports Explorer
Answer: D
NEW QUESTION 37
You are working on complete 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 to streamline this contact center training program?
- A. Intent guide
- B. Business rules
- C. Guided assistance
- D. Custom process model
- E. Agent scripts
Answer: B,D
NEW QUESTION 38
Which four statements are true about incident rules?
- A. All incident rules should have an action to transit from the initial state to another state.
- B. A catch-all rule has no impact on incident rules.
- C. A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
- D. Incident rules should have a minimum of two rule states.
- E. A catch-all escalation action has no impact on incident rules.
- F. Incident rules should have one rule state.
- G. Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
Answer: A,C,F,G
NEW QUESTION 39
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_SEND_EMAIL_HEADERS
- D. EGW_PASSWD_CREATE
- E. EGW_PASSWORD_UPDATE_ENABLED
Answer: E
NEW QUESTION 40
Which four statements are true about reports?
- A. Reports are shared between interfaces.
- B. Reports must be exported manually in all interfaces.
- C. The owner of a report remains the same even if the report is imported by some other user.
- D. After a report is published, the report data remains unchanged even as the knowledge base is updated.
- E. All the permissions from an imported report remain unchanged after an export.
- F. Reports are not common across the interface.
- G. Published reports can be modified.
Answer: B,E,F,G
NEW QUESTION 41
Which four view modes are available in the Report Editor?
- A. Report View
- B. Graphical View
- C. Design View
- D. Layout View
- E. Database View
- F. Data Set View
Answer: A,C,D,F
NEW QUESTION 42
A malfunctioning add-in can prevent the Service Console from functioning properly. It can also block administrators from logging in to the system to remove the malfunctioning add-in. Which two actions will remove the malfunctioning add-in?
- A. Exit the administration interface without completing the normal logout process.
- B. Log out of the interface and log in again.
- C. Use Safe mode when logging in to the application.
- D. View the add-in's log files and rectify the issue.
Answer: C,D
NEW QUESTION 43
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. Broadcast survey
- B. Website link survey
- C. Polling survey
- D. Transactional survey in rules
Answer: B
NEW QUESTION 44
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. Content Pane
- B. Global Ribbon
- C. Workspace
- D. Report Command
- E. Workspace Ribbon
Answer: C
NEW QUESTION 45
Which five practices deliver maximum reporting performance?
- A. Filtering on expressions and not on simple columns
- B. Configuring many-to-many joins
- C. Using the like operator instead of the complex expression operator
- D. Providing default values for runtime filters
- E. Filtering on standard fields that are indexed
- F. Filtering on simple columns and not on expressions
- G. Using index custom fields as filters
- H. Providing values for runtime filters
- I. Using the complex expression operator instead of the like operator
- J. Using fixed filters whenever possible
- K. Using outer joins rather than inner joins when possible
Answer: E,F,H,J,K
NEW QUESTION 46
In your company, Oracle Service Cloud has workspaces where there are multiple reports and browser controls embedded for various requirements. You receive a complaint that the initial loading of the workspaces is very slow.
What is the quickest solution to speed up incident workspace loading?
- A. Creating multiple workspaces per business function and assigning to different profiles
- B. Removing fields in the workspaces
- C. Placing objects on different tabs and splitting the loading across multiple tabs
- D. Utilizing workflows and splitting functionality into more than one workspace
Answer: A
NEW QUESTION 47
Which is an invalid data type?
- A. Integer
- B. Text area
- C. Radio
- D. Date/time
- E. Text field
- F. Float
- G. Menu
Answer: C
NEW QUESTION 48
What are the three different types of pull policy for queues?
- A. First Due
- B. Standard
- C. Manual
- D. Strict Priority
- E. Advanced
- F. Round Robin
Answer: A,C,D
NEW QUESTION 49
Which two statements are true about a disposition?
- A. It can be set to a maximum depth of three in hierarchy levels.
- B. It can be made visible on the Customer Portal.
- C. It helps to identify the root cause of an incident.
- D. It can be linked to categories.
- E. It can be linked to products.
Answer: C,E
NEW QUESTION 50
You make some changes to your message template and deploy it globally, but the deployed status continues to show as pending.
What would you do to resolve this?
- A. Validate the template.
- B. Enable the global template.
- C. Save the deployment.
- D. Accept the changes.
Answer: C
NEW QUESTION 51
How frequently does Oracle release a new version of a product?
- A. Once in six months
- B. Once in three months
- C. Once in four months
- D. Every month
Answer: B
NEW QUESTION 52
Which three elements are available for workflow design on the Insert ribbon?
- A. Set Fields
- B. Decision
- C. Terminate
- D. Return
- E. Restart
Answer: B,C,E
NEW QUESTION 53
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