Free Oracle 1z0-1038-22 Practice Test & Real Exam Questions

Exam Code/Number: 1z0-1038-22
Exam Name/Title: Oracle Service Center 2022 Implementation Professional
Certification Provider: Oracle
Corresponding Certification: Oracle Service Cloud Cross-Channel Contact Center

Exam Questions: 97
Updated On: Sep 11, 2026

Question #1

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. Create a new queue for unhappy customers.

B. Create a report of survey responses.

C. Create a transactional survey.

D. Assign a score to the survey questions and set the status field based on the value

E. Set an incident business rule to send the survey

F. Schedule a survey to run on a daily basis.

Discussion 0

Correct Answer: A,B,E Vote an answer

Question #2

Your customer would like to send a communication about a product that is applicable only to its user base in the USA.
Which three actions should you perform?

A. Create a broadcast survey.

B. Add the segment in step (d) to the Audience tab in the Included section.

C. Create a transactional survey.

D. Add the report in step (c) to the Audience tab in the Included section.

E. Create a segment of contacts whose contact home country is USA.

F. Create a report of contacts whose contact home

Discussion 0

Correct Answer: A,C,E Vote an answer

Question #3

Which two components can be edited in a standard report?

A. Column headings

B. Permissions

C. Schedules

D. Non-selectable filters

E. Graphs

F. Report headings

Discussion 0

Correct Answer: B,C Vote an answer

Question #4

Which three statements are true about Service Level Agreements?

A. They enable you to specify the duration for which an incident can be kept in waiting status.

B. They enable you to restrict what agents can view as part of navigation on the console.

C. They enable you to set a timeline for an agent to respond to an incident.

D. They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.

E. They enable you to restrict the number of incidents raised by end users through various channels.

F. They enable you to set the reports that are visible to an agent.

Discussion 0

Correct Answer: A,C,D Vote an answer

Question #5

Which statement is true about the JavaScript API?

A. It comes with in-built exception handling.

B. It cannot be used in Custom Object workspaces.

C. It is available when you use the Connect Common Object Model CCOM for API operations.

D. It Is available as JavaScript objects and can be exposed through browser controls in a workspace.

Discussion 0

Correct Answer: D Vote an answer

Question #6

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 #7

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

Question #8

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 £o 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 #10

Your customer has asked you to create a report that will need to be sent to the executive management. None of the recipients of this report has access to the system, and the same monthly report needs to be delivered to all recipients. The management team changes frequently, and your customer does not want to alter the report schedule after configuration.
Which two steps must be taken after creating the report?

A. Upgrade the permissions for the report to include the executive team.

B. Create and add the distribution list to the schedule.

C. Create a dashboard for the report.

D. Set up staff accounts for the executive team.

E. Send a notification to the executive team that the report is available.

F. Create a schedule record for the report.

Discussion 0

Correct Answer: B,F Vote an answer

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