Free Oracle 1Z0-1038-20 Practice Test & Real Exam Questions

Exam Code/Number: 1Z0-1038-20
Exam Name/Title: Oracle Service Center 2020 Implementation Essentials
Certification Provider: Oracle
Corresponding Certification: Oracle Service Cloud Cross-Channel Contact Center

Exam Questions: 73
Updated On: Jun 02, 2026

Question #1

You have a requirement to purge Incidents where the Incidents have not been updated in the last 30 days using Data Lifecycle Management. What are the two steps you should do to define a report containing criteria used to purge the records?

A. Add default values to runtime filters if used in the report

B. Use runtime filters in preference to fixed filters

C. Remove Primary keys from all tables used in the report

D. Use a drilldown level to filter the top level

E. Do not set the deferred execution option

F. Set the option to allow switching of data

Discussion 0

Correct Answer: A,C Vote an answer

Question #2

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. View the add-in's log files and rectify the issue.

B. Use Safe mode when logging in to the application.

C. Exit the administration interface without completing the normal logout process.

D. Log out of the interface and log in again.

Discussion 0

Correct Answer: A,B Vote an answer

Question #3

Which two statements are true about generic objects?

A. They are used when working with custom objects only.

B. They belong to a stand-alone class that is not derived from an RN object.

C. They can be used with standard objects.

D. They require the type of data to be set dynamically.

E. They automatically consider a package to consist of custom objects.

Discussion 0

Correct Answer: C,E Vote an answer

Question #4

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_PASSWD_CREATE

B. EGW_SEND_EMAIL_HEADERS

C. EGW_UPDATE_BY_CREATE

D. EGM_ENABLED

E. EGW_PASSWORD_UPDATE_ENABLED

Discussion 0

Correct Answer: E Vote an answer

Question #5

Which two statements are true about chat surveys?

A. You cannot link customer data back to the chat that is submitted.

B. You can create a chat rule to pop up a transactional survey at the end of a chat session.

C. You can create a chat rule to email a transactional survey to a customer after a chat session.

D. You can send a chat survey only while a customer is on the chat.

Discussion 0

Correct Answer: B,C Vote an answer

Question #7

You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?

A. Update custom fields with the changed address and phone numbers.

B. Update the standard text with the changed address and phone numbers.

C. Create the standard text with the current address and phone numbers.

D. Update variables with the changed address and phone numbers.

E. Create variables with the current address and phone numbers.

F. Create custom fields for the address and phone numbers.

Discussion 0

Correct Answer: B,C Vote an answer

Question #8

The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which statement is true?

A. You can change the default value to 60 minutes by using File > Options > Session Expiration.

B. Because the system default is 15 minutes, it cannot be changed.

C. You can change the default value to 60 minutes by using Site Configuration > Session Timeout.

D. You can change the default value to 60 minutes by amending the Site Configuration > Configuration Settings value.

Discussion 0

Correct Answer: D Vote an answer

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