[Nov 22, 2021] Latest 1Z0-1038-20 PDF Dumps & Real Tests Free Updated Today
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NEW QUESTION 42
For which three reasons should you recommend using workflows?
- A. They guide agents through complex customer interactions and data updates.
- B. They help customers find relevant knowledge answers.
- C. They promote efficiency.
- D. They reduce human error.
- E. They can sort incidents raised by a contact.
Answer: A,C,D
NEW QUESTION 43
How can you enable add-ins to run locally without uploading it to the server?
- A. Configuration > Staff Management > Profiles > Required Profile > Interfaces tab, Addin tab > Select Developer Mode.
- B. Configuration > Staff Management > Profiles > Required Profile > Select Developer Mode.
- C. Configuration > Site Configuration > Addin Manager > Required Profile > Select Developer Mode.
- D. Configuration > Site Configuration > Addin Manager > Required Profile > Interfaces > Select Developer Mode.
Answer: D
NEW QUESTION 44
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_UPDATE_BY_CREATE
- B. EGW_SEND_EMAIL_HEADERS
- C. EGW_PASSWD_CREATE
- D. EGM_ENABLED
- E. EGW_PASSWORD_UPDATE_ENABLED
Answer: E
NEW QUESTION 45
Which three elements are available for workflow design on the Insert ribbon?
- A. Return
- B. Set Fields
- C. Decision
- D. Terminate
- E. Restart
Answer: C,D,E
NEW QUESTION 46
A customer has defined Service Intervals at the interface level (Response Requirements) as Monday to Friday (10-17 hours) and at the SLA LI level as Monday to Saturday (10-18 hours) with a response time of 6 hours.
An incident arrives on Friday at 7 PM and is applied to the SLA LI instance.
What is the response due time?
- A. Saturday 4 PM
- B. Tuesday 11 AM
- C. Monday 10 AM
- D. Saturday 6 PM
Answer: A
NEW QUESTION 47
How many rows can be returned by a tabular query?
- A. 0
- B. 1
- C. Unlimited
- D. 2
- E. 3
Answer: B
NEW QUESTION 48
Which two types of joins are available in analytics?
- A. Inner
- B. Internal
- C. Outer LTD) External
- D. Intersection
- E. Peripheral
Answer: A,C
NEW QUESTION 49
You make some changes to a message template.
Which statement is true about applying this change across multiple interfaces?
- A. You need to re-create the message template across the multiple interfaces.
- B. You need to copy and paste the source code across the multiple interfaces.
- C. The change is reflected across all interfaces by default.
- D. You need to use the export and import option.
Answer: B
NEW QUESTION 50
Which is an invalid data type?
- A. Date/time
- B. Text field
- C. Text area
- D. Integer
- E. Radio
- F. Menu
- G. Float
Answer: E
NEW QUESTION 51
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. Workspace
- B. Workspace Ribbon
- C. Content Pane
- D. Global Ribbon
- E. Report Command
Answer: A
NEW QUESTION 52
Which two statements are true about linking products, categories, and dispositions?
- A. Links can be created only between the parent levels of products, categories, and dispositions.
- B. Product-category linking restricts customers from searching on the Customer Portal.
- C. A leaf product's links are inherited from its parent product.
- D. Links can be automatically created to categories and dispositions based on answers an incidents.
- E. Product-category linking is independent of product-disposition linking.
Answer: B,E
NEW QUESTION 53
Which five actions should you perform to configure advanced routing?
- A. Define products and categories.
- B. Create an advanced routing incident queue.
- C. Assign advanced routing permissions to a profile.
- D. Configure collaboration with external users who are not agent desktop users.
- E. Add Access Control to a navigation set.
- F. Create and activate a rule to route incidents to the advanced routing incident queue.
- G. Add product and category fields to the Live Help page of the Customer Portal.
- H. Assign guided assistance permission to a profile.
Answer: A,C,D,E,F
NEW QUESTION 54
Which three statements are true about headers of custom process models?
- A. They contain all possible events with the objects.
- B. The header section is always commented.
- C. They contain the version number of the PHP script.
- D. They contain standard objects only.
- E. They list only the events that are supported by the code implementation.
- F. The/QDntain the version number of the Connect Common Object Model.
- G. The header section needs to be uncommented during testing.
Answer: B,D,E
NEW QUESTION 55
Which is a sample object query?
- A. SELECT ID FROM Contact WHERE Contact-Name.First like 'Chris' AND
Contact.Address.City='Bozeman'; - B. SELECT Incident.ReferenceNumber, Incident.PrimaryContact-Contact.* FROM Incident;
- C. SELECT C.Name.First FROM Contact C WHERE C.Name.First like ,C%';
- D. SELECT 0.Contacts FROM Organization O WHERE O-ID = 1;
Answer: A
NEW QUESTION 56
Which three options are not supported in a Browser User Interface workspace?
- A. Any site trying to navigate to a top-level page will not be rendered.
- B. Any site which does not want to be embedded inside an iframe will not be rendered.
- C. The authorization of Knowledge Foundation (Answer Workspace) in the Browser User Interface workspace is not supported.
- D. The mixing of HTTP and HTTPS is not supported because i is a security violation.
- E. The ability to view the visitor browser history in the Agent Browser User Interface is not supported.
Answer: B,D,E
NEW QUESTION 57
Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?
- A. Capturing all incident-associated CO data from customers
- B. If a contact record does not exist, creating a contact record as captured by an agent from customers
- C. Allowing an agent to switch between workspaces by clicking the "Select Workspace" button
- D. If a contact record exists, loading details from the contact found in the incident workspace
- E. Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier
Answer: A,B,D
NEW QUESTION 58
Which three features can be configured in advanced routing?
- A. Skill relaxation
- B. Queue prioritization
- C. Queue segregation
- D. Skill time
- E. Queue limit
- F. Queue overflow
Answer: A,B,F
NEW QUESTION 59
You find that the chat agent is not receiving chat messages, even though the agent is logged in. Which two actions can help resolve this problem?
- A. Deselecting the Pull Chat check box in the agent's profile
- B. Fixing the chat workspace
- C. Clicking Request Chat on the Live Media bar
- D. Configuring advanced routing
- E. Requesting Chat from File > Options > View Options
Answer: B,C
NEW QUESTION 60
Which three statements are true about add-ins?
- A. They always run locally on the machines on which the desktop application runs.
- B. They can be designed to create visual components and not perform any integrations.
- C. They always run locally to access local data.
- D. They are the visual areas of Oracle Service Cloud Agent Desktop.
- E. They can be added to the Custom Portal area of Oracle Service Cloud.
- F. They are written in the C# .NET programming language with the templates provided by Oracle Service Cloud.
Answer: A,D,F
NEW QUESTION 61
Which four types are used by incidents queues?
- A. Standard
- B. Round Robin (Logged In)
- C. Quick
- D. Advanced Routing
- E. Round Robin (All)
- F. FIFO
- G. LIFO
Answer: A,B,D,E
NEW QUESTION 62
Your customer wants an incident survey to be reopened automatically if it does not meet the minimum score.
Which three actions should you perform to meet this requirement?
- A. Create a report for the survey scores.
- B. Schedule the survey on a daily basis.
- C. Create a transactional survey.
- D. Assign scores to the survey questions and set the status field based on the responses.
- E. Create a polling survey.
- F. Write a business rule to reopen the case.
Answer: C,D,F
NEW QUESTION 63
How frequently does Oracle release a new version of a product?
- A. Once in six months
- B. Once in four months
- C. Every month
- D. Once in three months
Answer: D
NEW QUESTION 64
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