Oracle Service Cloud Cross-Channel Contact Center 1Z0-1038-21

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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. In which two scenarios would you use multiple interfaces?

A) When new business processes need to be supported other than the standard contact center
B) When you need multiple channels enabled such as email, chat,and web self-service
C) When your portal needs the support of different channels for login
D) When your business operates in different lines of business
E) When multiple languages need to be supported

2. A customer is using a service level agreement (SLA) to calculate resolution due dates automatically when an SLAinstance is added to an incident. What setup is required for resolution due calculations?

A) Create a custom incident milestones report and add it to a custom incident workspace
B) Define default response requirements.
C) Use business rules to automatically calculate dates
D) Add all the holidays observed by your organization.

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

A) Theyare 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) They are complete plug-and-play tools that can be used with Oracle Service Cloud in any client environment free of cost.
D) Oracle provides supportfor all accelerators.
E) The source files for all listed accelerators are available for download.

4. 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) Report Command
B) Workspace Ribbon
C) Content Pane
D) Global Ribbon
E) Workspace

5. Which two statements are true about mailboxes?

A) Techmail isresponsible for pulling emails from single or multiple mailboxes.
B) Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.
C) The Dbtstatus utility is responsible for having incidents created after an emailis sent to the Service Cloud mailbox.
D) Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.
E) The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.

Solutions: