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  5. Oracle Service Center 2020 Implementation Essentials Questions and Answers
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1z0-1038-20 Oracle Service Center 2020 Implementation Essentials Questions and Answers

Questions 4

A customer is unable to see a record in the audit log after running a report. What could be the reason for this?

Options:

A.

the Purge settings in the database

B.

the Filters settings of the report

C.

the Expanded Report Audit Log from the Reports Explorer

D.

the permissions of the report

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Questions 5

Which two statements are true about chat surveys?

Options:

A.

You can create a chat rule to pop up a transactional survey at the end of a chat session.

B.

You can create a chat rule to email a transactional survey to a customer after a chat session.

C.

You can send a chat survey only while a customer is on the chat.

D.

You cannot link customer data back to the chat that is submitted.

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Questions 6

In your company, Oracle Service Cloud has workspaces where there are multiple reports and browser controls embedded for various requirements. You receive a complaint that the initial loading of the workspaces is very slow.

What is the quickest solution to speed up incident workspace loading?

Options:

A.

Removing fields in the workspaces

B.

Placing objects on different tabs and splitting the loading across multiple tabs

C.

Utilizing workflows and splitting functionality into more than one workspace

D.

Creating multiple workspaces per business function and assigning to different profiles

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Questions 7

Which two statements are true about safe mode in relation to add-ins?

Options:

A.

It is a setting that must be enabled at the interface level.

B.

It is enabled automatically if the previous shutdown of the agent desktop application did not happen normally.

C.

It allows an agent desktop to log in to the application with local add-in files.

D.

It allows an agent desktop to log in to the application without any add-ins.

E.

It is a profile setting that must be enabled for a profile.

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Questions 8

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?

Options:

A.

Content Pane

B.

Workspace

C.

Report Command

D.

Workspace Ribbon

E.

Global Ribbon

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Questions 9

The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which statement is true?

Options:

A.

You can change the default value to 60 minutes by using Site Configuration > Session Timeout.

B.

You can change the default value to 60 minutes by amending the Site Configuration > Configuration Settings value.

C.

Because the system default is 15 minutes, it cannot be changed.

D.

You can change the default value to 60 minutes by using File > Options > Session Expiration.

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Questions 10

Which six actions initiate the business rules engine to run their configured logic?

Options:

A.

An agent edits contacts, incidents, organizations, or tasks.

B.

A customer creates an incident in the end user portal.

C.

A customer updates contact details via the end-user pages.

D.

The rules engine is updated.

E.

A customer adds more information to their incident via the end-user pages.

F.

An agent creates or edits an answer.

G.

An administrator compiles the rules engine.

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Questions 11

Which four view modes are available in the Report Editor?

Options:

A.

Database View

B.

Data Set View

C.

Design View

D.

Graphical View

E.

Report View

F.

Layout View

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Questions 12

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?

Options:

A.

Check the agent profile for whether the appropriate navigation

B.

Remove the existing navigation sets and reassign them.

C.

Select the Reset Navigation Set to Profile Default option.

D.

Ask the agent to log in to the application again.

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Questions 13

You find that the chat agent is not receiving chat messages, even though the agent is logged in. Which two actions can help resolve this problem?

Options:

A.

Configuring advanced routing

B.

Fixing the chat workspace

C.

Clicking Request Chat on the Live Media bar

D.

Deselecting the Pull Chat check box in the agent's profile

E.

Requesting Chat from File > Options > View Options

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Questions 14

Which four types are used by incidents queues?

Options:

A.

FIFO

B.

Round Robin (Logged In)

C.

LIFO

D.

Quick

E.

Round Robin (All)

F.

Standard

G.

Advanced Routing

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Exam Code: 1z0-1038-20
Exam Name: Oracle Service Center 2020 Implementation Essentials
Last Update: Apr 14, 2023
Questions: 97