Oracle 1Z0-1038-20 Premium Exam Engine pdf - Download Free Updated 73 Questions
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Oracle 1Z0-1038-20 Exam Syllabus Topics:
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NEW QUESTION 11
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 12
Which two are non-CRUD operations?
- A. CSVTableSet results = RunAnalyticsReport(AnalyticsReport ReportObject, int Limit, int Start, string Delimiter, bool ReturnRawResult, bool DisableMTOM, out byte[] FileData);
- B. UpdateResponseMsg = Binding.Update(RNObject[] Objects, UpdateProcessingOptions ProcessingOptions);
- C. RNObject[] = Binding.Create(RNObject[] Objects, CreateProcessingOptions Options);
- D. CSVTableSet = Binding.QueryCSV(string Query, int PageSize, string Delimiter, bool
- E. ResetContactPasswordResponseMsg = Binding.ResetContactPassword(ID ContactID);
- F. ReturnRawResult, bool DisableMTOM, out byte[] FileData);
RNObject[] rnObjects = _client.Get(clientlnfoHeader, objects, options);
Answer: A,D
NEW QUESTION 13
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 14
Which two statements are true about linking products, categories, and dispositions?
- A. Links can be automatically created to categories and dispositions based on answers an incidents.
- B. A leaf product's links are inherited from its parent product.
- C. Product-category linking restricts customers from searching on the Customer Portal.
- D. Product-category linking is independent of product-disposition linking.
- E. Links can be created only between the parent levels of products, categories, and dispositions.
Answer: C,D
NEW QUESTION 15
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. The SLA reports will need to be modified to use the new SLA.
- B. You have not activated the rules so the updated SLAs are not being applied.
- C. Your site has been corrupted with the "Gold" SLA.
- D. Updating the SLA will not automatically update the organization's SLA instance.
Answer: B
NEW QUESTION 16
Which three requirements can be implemented by using workspace rules?
- A. Triggering escalation mails to the manager after the escalation time is over
- B. Calling an add-in
- C. Dynamically setting the URL for browser control
- D. Prompting a customer care executive to dynamically open a guide
- E. Calling a CPM script
Answer: B,C,D
NEW QUESTION 17
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 18
A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?
- A. The profile to which the agent is assigned does not have the incident workspace assigned.
- B. The profile to which the agent is assigned does not have the Interface Access check box selected.
- C. The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
- D. The profile to which the agent is assigned does not have a navigation set assigned.
- E. The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.
Answer: B
NEW QUESTION 19
A client requires you to set up chat and email as unlimited for an SLA. What must you do?
- A. Enter zero as the initial value for both fields.
- B. Enter the value "Unlimited" in the chat and email fields.
- C. Leave both the chat and email fields limit as blank.
- D. Use the default values.
Answer: A
NEW QUESTION 20
A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for follow up:#120728-000001 A member of our support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it." Which two actions will allow you to identify the correct message base item if you did not know which message base you need to edit? (Choose two.)
- A. Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
- B. Run a message base report and search for the text string you want to change.
- C. Submit an incident to customer care.
- D. Look for the message in the receipt email body.
Answer: A,D
NEW QUESTION 21
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 22
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 23
An agent tries to open an incident from his or her recent items.
Which three components determine what appears to the agent on opening an incident record?
- A. Workspace rules
- B. Profile workspace assignment
- C. Profile functional permissions
- D. Profile navigation assignment
- E. SLAs
- F. Configuration settings
Answer: B,C,D
NEW QUESTION 24
How many rows can be returned by a tabular query?
- A. 0
- B. 1
- C. 2
- D. 3
- E. Unlimited
Answer: A
NEW QUESTION 25
Which six actions initiate the business rules engine to run their configured logic?
- A. An agent edits contacts, incidents, organizations, or tasks.
- B. The rules engine is updated.
- C. An administrator compiles the rules engine.
- D. A customer updates contact details via the end-user pages.
- E. An agent edits an opportunity.
- F. An agent views the rule log.
- G. An agent creates or edits an answer.
- H. A customer adds more information to their incident via the end-user pages.
- I. An agent runs an incident report.
- J. A customer creates an incident in the end user portal.
Answer: A,B,C,G,H,I
NEW QUESTION 26
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 27
Which two statements are true about Oracle Service Cloud accelerators?
- A. They
are available at http://www.oracle.com/technetwork. - B. They are code samples to show how integrations can be built by using the public integration capabilities of Oracle Service Cloud.
- C. Oracle provides support for all accelerators.
- D. The source files for all listed accelerators are available for download.
- E. They are complete plug-and-play tools that can be used with Oracle Service Cloud in any client environment free of cost.
Answer: B,E
NEW QUESTION 28
Which two statements are true about generic objects?
- A. They can be used with standard objects.
- B. They automatically consider a package to consist of custom objects.
- C. They are used when working with custom objects only.
- D. They belong to a stand-alone class that is not derived from an RN object.
- E. They require the type of data to be set dynamically.
Answer: A,B
NEW QUESTION 29
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 30
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 31
A customer is trying to use Element Manager to import and add-ins and receives this error:
"This package cannot be processed."
What is the reason for this error?
- A. Check if the exported file was generated by a product version that is older than the existing product version.
- B. The Browser User Interface (BUI) workspace is not using the standard workspace.
- C. The hash value during import doesn't match the hash declared at the end of the rile.
- D. Element Manager does not support the import and export of workspaces with custom workspace ribbon add-ins.
Answer: B
NEW QUESTION 32
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 33
Which two events can trigger Custom Process Models?
- A. Create
- B. Load
- C. Refresh
- D. Update
- E. OnSaveComplete
Answer: A,D
NEW QUESTION 34
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