[Dec-2021] 1Z0-1038-20 Dumps Full Questions - Oracle Service Cloud Cross-Channel Contact Center Exam Study Guide
Exam Questions and Answers for 1Z0-1038-20 Study Guide
NEW QUESTION 41
Examine these functions:
f1- apply() f2 - setup(), f3 - validate(), f4 - cleanup(), f5- fetchObject() What is the correct sequence of execution of these functions during custom processes testing?
- A. f2, f5, f3, f1, f4
- B. f1, f2, f4, f3, f5
- C. f2, f5, f1, f3, f4
- D. f1, f2, f5, f3, f4
- E. f5, f2, f3, f4, f1
Answer: A
NEW QUESTION 42
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. Product-category linking restricts customers from searching on the Customer Portal.
- C. Links can be created only between the parent levels of products, categories, and dispositions.
- D. Product-category linking is independent of product-disposition linking.
- E. A leaf product's links are inherited from its parent product.
Answer: B,D
NEW QUESTION 43
Which three statements are true about Service Level Agreements?
- A. They enable you to set a timeline for an agent to respond to an incident.
- B. They enable you to restrict the number of incidents raised by end users through various channels.
- C. They enable you to specify the duration for which an incident can be kept in waiting status.
- D. They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.
- E. They enable you to set the reports that are visible to an agent.
- F. They enable you to restrict what agents can view as part of navigation on the console.
Answer: A,C,D
NEW QUESTION 44
You want to ensure that some specific content in messages can be hidden for seme messages. What would you use to meet this requirement?
- A. Merge fields
- B. Custom fields
- C. Conditional fields
- D. Incident thread fields
Answer: C
NEW QUESTION 45
Which four statements are true about incident rules?
- A. Incident rules should have a minimum of two rule states.
- B. All incident rules should have an action to transit from the initial state to another state.
- C. Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
- D. Incident rules should have one rule state.
- E. A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
- F. A catch-all escalation action has no impact on incident rules.
- G. A catch-all rule has no impact on incident rules.
Answer: B,C,D,E
NEW QUESTION 46
Which two are non-CRUD operations?
- A. ResetContactPasswordResponseMsg = Binding.ResetContactPassword(ID ContactID);
- B. UpdateResponseMsg = Binding.Update(RNObject[] Objects, UpdateProcessingOptions ProcessingOptions);
- C. CSVTableSet = Binding.QueryCSV(string Query, int PageSize, string Delimiter, bool
- D. CSVTableSet results = RunAnalyticsReport(AnalyticsReport ReportObject, int Limit, int Start, string Delimiter, bool ReturnRawResult, bool DisableMTOM, out byte[] FileData);
- E. RNObject[] = Binding.Create(RNObject[] Objects, CreateProcessingOptions Options);
- F. ReturnRawResult, bool DisableMTOM, out byte[] FileData);
RNObject[] rnObjects = _client.Get(clientlnfoHeader, objects, options);
Answer: C,D
NEW QUESTION 47
Which two statements are true about safe mode in relation to add-ins?
- A. It is a profile setting that must be enabled for a profile.
- B. It allows an agent desktop to log in to the application with local add-in files.
- C. It is a setting that must be enabled at the interface level.
- D. It is enabled automatically if the previous shutdown of the agent desktop application did not happen normally.
- E. It allows an agent desktop to log in to the application without any add-ins.
Answer: B,D
NEW QUESTION 48
Which three functions are not part of the math group of functions?
- A. to_number
- B. round
- C. rand
- D. bitand
- E. length
- F. lower
- G. ceiling
- H. truncate
- I. floor
- J. power
Answer: A,E,F
NEW QUESTION 49
Your customer has designed a guide to explain in detail to end users how to apply for a career guidance program. The customer wants this guide to be placed on the Customer Portal pages and a survey to be opened when an option in this guide is selected.
Which survey type would you use?
- A. Broadcast survey
- B. Website link survey
- C. Polling survey
- D. Transactional survey in rules
Answer: B
NEW QUESTION 50
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. Prompting a customer care executive to dynamically open a guide
- D. Calling a CPM script
- E. Dynamically setting the URL for browser control
Answer: B,C,E
NEW QUESTION 51
Your customer has asked you to create a report that shows all the incident should show the following columns:
1. The number of incidents opened in the past month
2. The number of incidents opened in the past week
3. The number of incidents opened in the past day
Which two functions are needed in the expressions to create the three columns?
- A. NVL
- B. IF
- C. SUM
- D. DECODE
- E. AVG
Answer: A,C,D
NEW QUESTION 52
Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?
- A. 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
- B. If a contact record does not exist, creating a contact record as captured by an agent from customers
- C. If a contact record exists, loading details from the contact found in the incident workspace
- D. Allowing an agent to switch between workspaces by clicking the "Select Workspace" button
- E. Capturing all incident-associated CO data from customers
Answer: B,C,E
NEW QUESTION 53
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. The mixing of HTTP and HTTPS is not supported because i is a security violation.
- C. Any site which does not want to be embedded inside an iframe will not be rendered.
- D. The ability to view the visitor browser history in the Agent Browser User Interface is not supported.
- E. The authorization of Knowledge Foundation (Answer Workspace) in the Browser User Interface workspace is not supported.
Answer: B,C,D
NEW QUESTION 54
How frequently does Oracle release a new version of a product?
- A. Once in six months
- B. Once in four months
- C. Once in three months
- D. Every month
Answer: C
NEW QUESTION 55
Which two statements are true about generic objects?
- A. They are used when working with custom objects only.
- B. They can be used with standard objects.
- C. They require the type of data to be set dynamically.
- D. They belong to a stand-alone class that is not derived from an RN object.
- E. They automatically consider a package to consist of custom objects.
Answer: B,E
NEW QUESTION 56
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. Guided assistance
- B. Business rules
- C. Custom process model
- D. Agent scripts
- E. Intent guide
Answer: B,C
NEW QUESTION 57
Which two statements are true about Oracle Service Cloud accelerators?
- A. They
are available at http://www.oracle.com/technetwork. - B. The source files for all listed accelerators are available for download.
- C. Oracle provides support for all accelerators.
- D. They are code samples to show how integrations can be built by using the public integration capabilities of Oracle Service Cloud.
- E. They are complete plug-and-play tools that can be used with Oracle Service Cloud in any client environment free of cost.
Answer: D,E
NEW QUESTION 58
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. Look for the message in the receipt email body.
- B. Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
- C. Run a message base report and search for the text string you want to change.
- D. Submit an incident to customer care.
Answer: A,B
NEW QUESTION 59
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