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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Section	Objectives
Topic 1: API and Integration	- JavaScript API Events 1. Available API Triggers 2. Custom Integration Hooks
Topic 2: Service Processes and Case Management	- Incident and Queue Management 1. Queue and Pull Policies 2. Case Creation and Assignment - Agent Productivity Tools 1. Service Console Usage 2. Guided Assistants and Scripts
Topic 3: User Interface Customization	- Message Templates and Branding 1. Customizing Templates 2. Branding and Display Settings - Browser UI Design 1. Workspace Configuration 2. Browser UI Controls
Topic 4: Service Center Configuration and Setup	- Business Rules and Automation 1. Workflow Implementation 2. Service Level Agreements (SLAs) - User Authentication and Access 1. Navigation Sets and Permissions 2. Profile and Interface Setup
Topic 5: Reporting and Analytics	- Standard Reporting Tools 1. Report Creation 2. Report Security and Deployment

Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which two events can trigger Custom Process Models?

A) Refresh
B) Update
C) Load
D) OnSaveComplete
E) Create

2. Which two statements are true about Oracle Service Cloud accelerators?

A) They are complete plug-and-play tools that can be used with Oracle Service Cloud in any client environment free of cost.
B) They are code samples to show how integrations can be built by using the public integration capabilities of Oracle Service Cloud.
C) Theyare available at http://www.oracle.com/technetwork.
D) The source files for all listed accelerators are available for download.
E) Oracle provides supportfor all accelerators.

3. Which three features can be configured in advanced routing?

A) Skill relaxation
B) Queue limit
C) Queue prioritization
D) Queue overflow
E) Queue segregation
F) Skill time

4. Which five practices deliver maximum reporting performance?

A) Configuring many-to-many joins
B) Using outer joins rather than inner joins when possible
C) Filtering on expressions and not on simple columns
D) Using the complex expression operator instead of the like operator
E) Using fixed filters whenever possible
F) Using index custom fields as filters
G) Providing values for runtime filters
H) Filtering on simple columns and not on expressions
I) Providing default values for runtime filters
J) Filtering on standard fields that are indexed
K) Using the like operator instead of the complex expression operator