Download the Latest 1Z0-1038-21 Dumps - 2022 1Z0-1038-21 Exam Questions
Latest Oracle 1Z0-1038-21 Certification Practice Test Questions
NEW QUESTION 48
Which statement is true about the JavaScript API?
- A. It Is available as JavaScript objectsand can be exposed through browser controls in a workspace.
- B. It is available when you use the Connect Common Object Model CCOM for API operations.
- C. It cannot be used in Custom Object workspaces.
- D. It comes with in-built exception handling.
Answer: A
NEW QUESTION 49
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. SLAs
- B. Workspace rules
- C. Profile navigation assignment
- D. Profile functionalpermissions
- E. Configuration settings
- F. Profile workspace assignment
Answer: C,D,F
NEW QUESTION 50
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 needto 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. Updating the SLA will not automatically update the organization's SLA instance.
- C. You have not activated the rules so the updated SLAs are not being applied.
- D. Your site has been corrupted with the "Gold" SLA.
Answer: C
NEW QUESTION 51
A customer has made some modifications to navigation sets, but agents are not able to see the changes in the console. Which action must you take to ensure the changes reflect in the agent login?
- A. Ask the agent to log in to the application again.
- B. Remove the existing navigation sets and reassign them.
- C. Check the agent profile for whether the appropriate navigation
- D. Select the Reset Navigation Set to Profile Default option.
Answer: D
NEW QUESTION 52
You make some changes to your message template and deployit globally, but the deployed status continues to show as pending.
What would you do to resolve this?
- A. Accept the changes.
- B. Enable the global template.
- C. Save the deployment.
- D. Validate the template.
Answer: C
NEW QUESTION 53
The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which statement is true?
- A. Because the system default is 15 minutes, it cannot be changed.
- B. You can change the default value to 60 minutes by using File > Options > Session Expiration.
- C. You can change the default value to 60 minutes by using Site Configuration > Session Timeout.
- D. You can change the default value to 60 minutes by amending the Site Configuration > Configuration Settings value.
Answer: D
NEW QUESTION 54
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 numberof 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. IF
- B. AVG
- C. NVL
- D. DECODE
- E. SUM
Answer: C,D,E
NEW QUESTION 55
You want yoursystem to offer a chat invitation to any customer who spends at least two minutes on a specific web page.
What should you use?
- A. syndicate chat widget
- B. configuration settings
- C. business rules
- D. proactive chat widget
Answer: A
NEW QUESTION 56
A customer is trying to import guides and a definition file from another interface and receives an error: "The response node cannot be added as it would exceed the maximum amount of 2048 response nodes the guide can have.
What action must betaken to fix this?
- A. Make sure the guide definition file does not include anyhash value while importing it.
- B. Navigate to one of the superior nodes and remove most of the nodes, keeping the same unique identifier.
- C. Make sure guided assistance is enabled in another interface.
- D. Increase the maximum number of response nodes in the configuration.
Answer: B
NEW QUESTION 57
Which four statements are true about incident rules?
- A. Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
- B. Incident rules should have a minimum of two rule states.
- C. Incident rules should have one rule state.
- D. A catch-all rulehas no impact on incident rules.
- E. A catch-all escalation action has no impact on incident rules.
- F. A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
- G. All incident rules should have an action to transit from the initial state to another state.
Answer: A,C,F,G
NEW QUESTION 58
Which three statements are true about the Custom Process Model (CPM) in Oracle Service Cloud?
- A. It can be triggered by an event that occurs even on a custom object.
- B. It can be triggered by an event that occurs on community objects.
- C. It is triggered by an event that occurs on the standard objects that are used by queues.
- D. It is always triggered from business rules.
- E. It is a PHP script that executes only synchronously.
- F. It is also known as the Object Event Handler.
- G. It is triggered by an event that occurs on standard objects only.
Answer: A,B,F
NEW QUESTION 59
Your customer has designed a guideto 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. Website link survey
- B. Polling survey
- C. Transactional survey in rules
- D. Broadcast survey
Answer: A
NEW QUESTION 60
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. Workspace Ribbon
- C. Workspace
- D. Report Command
- E. Global Ribbon
Answer: C
NEW QUESTION 61
Which five actions should you performto configure advanced routing?
- A. Create an advanced routing incident queue.
- B. Configure collaboration with external users who are not agent desktop users.
- C. Add Access Control to a navigation set.
- D. Assign guided assistance permission to a profile.
- E. Define products and categories.
- 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 advanced routing permissions to a profile.
Answer: B,C,E,F,H
NEW QUESTION 62
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. Configure advanced routing.
- D. Select the corresponding pull policy.
- E. Selectthe Pull Chat check box in the chat profile.
Answer: D,E
NEW QUESTION 63
Which two events can trigger Custom Process Models?
- A. Create
- B. Update
- C. OnSaveComplete
- D. Refresh
- E. Load
Answer: A,B
NEW QUESTION 64
In which two scenarios would you use multiple interfaces?
- A. When your business operates in different lines of business
- B. When new business processes need to be supported other than the standard contact center
- C. When your portal needs the support of different channels for login
- D. When you need multiple channels enabled such as email, chat,and web self-service
- E. When multiple languages need to be supported
Answer: A,E
NEW QUESTION 65
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