Free Oracle 1Z1-1038 Practice Test & Real Exam Questions

Exam Code/Number: 1Z1-1038
Exam Name/Title: Oracle Cross-Channel Contact Center Cloud 2019 Implementation Essentials
Certification Provider: Oracle
Corresponding Certification: Oracle Service Cloud Cross-Channel Contact Center

Exam Questions: 72
Updated On: Jun 01, 2026

Question #1

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. Custom process model

C. Guided assistance

D. Agent scripts

E. Business rules

Discussion 0

Correct Answer: B,E Vote an answer

Question #2

Which three events are available with the JavaScript API?

A. enclose ()

B. aftersave()

C. onbeforesave ()

D. onsaveclose ()

E. ondataupdated()

F. onrefresh()

Discussion 0

Correct Answer: A,C,E Vote an answer

Question #3

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 #4

Which two statements are true about safe mode in relation to add-ins?

A. It is enabled automatically if the previous shutdown of the agent desktop application did not happen normally.

B. It is a profile setting that must be enabled for a profile.

C. It allows an agent desktop to log in to the application without any add-ins.

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.

Discussion 0

Correct Answer: A,D Vote an answer

Question #5

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. Prompting a customer care executive to dynamically open a guide

D. Calling a CPM script

E. Calling an add-in

Discussion 0

Correct Answer: A,C,E Vote an answer

Question #6

How can you set a preference that is local to your machine?

A. By selecting File > Settings

B. By selecting Navigation pane > Configuration > Staff Management > Profiles

C. By selecting File > Configuration

D. By selecting File > Options

Discussion 0

Correct Answer: D Vote an answer

Question #7

You make some changes to a message template.
Which statement is true about applying this change across multiple interfaces?

A. You need to copy and paste the source code across the multiple interfaces.

B. You need to re-create the message template across the multiple interfaces.

C. You need to use the export and import option.

D. The change is reflected across all interfaces by default.

Discussion 0

Correct Answer: A Vote an answer

Question #8

Which Oracle Service Cloud capability can assign chats based on language and product skills?

A. Engagement engine

B. Business rules

C. Advanced routing

D. Syndicated chat

Discussion 0

Correct Answer: C Vote an answer

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