Oracle Service Center 2021 Implementation Essentials : 1Z0-1038-21

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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. A malfunctioning add-in can prevent the Service Console from functioning properly. It can also block administrators from logging in to the system to remove the malfunctioning add-in. Whichtwo actions will remove the malfunctioning add-in?

A) View the add-in's log files and rectify the issue.
B) Log out of the interface and log in again.
C) Exit the administration interface without completing the normal logout process.
D) Use Safe mode when logging in to the application.

2. What must you set to enable the email channel?

A) EGW_SAVE_EMAIL_HEADERS
B) EGW_AUTO_CONT_CREATE
C) EGW_UPDATE_BY_CREATE
D) EGW_SECURE_UPDATE_ENABLED
E) EGW_ENABLED

3. Your customer wants to set a disposition and add a specific standard text item automatically based on a given endpoint within the guided assistant path info response thread. Which two steps are required to complete this request?

A) Use Agent Workflow to populate the disposition and the standard text based on the named event in the guide.
B) Create a named event to file each end point of the guide.
C) Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.
D) Use an Incident Business rule to fire a named event and populate the standard text into the message thread.
E) Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required in the incident workplace.

4. 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) Configure advanced routing.
C) Selectthe Pull Chat check box in the chat profile.
D) Select the corresponding pull policy.
E) Select the Chat check box that is associated with an agent's staff account.

5. Which two REST API calls can be used to retrieve account information with ID 3?

A) https://yoursite.domain/services/rest/connect /v1.3/accounts/3
B) https://yoursite.domain/services/rest/connect /v1.3/accounts/ID/3
C) https://yoursite.domain/services/rest/connect /latest/accounts/ID/3
D) https://yoursite.domain/services/rest/connect /latest/accounts_ID/3
E) https://yoursite.domain/services/rest/connect /latest/accounts/3
F) https://yoursite.domain/services/rest/connect /v1.3/accounts_ID/3

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