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  5. Oracle Service Center 2022 Implementation Professional Questions and Answers
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1z0-1038-22 Oracle Service Center 2022 Implementation Professional Questions and Answers

Questions 4

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?

Options:

A.

Transactional survey in rules

B.

Broadcast survey

C.

Polling survey

D.

Website link survey

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Questions 5

Your customer has created a new script and deployed it to agents in their call center within their incident workflow. They have noticed that their agents cannot end the script as expected. What are two reasons for this?

Options:

A.

There are no script beginning and ending buttons enabled for the script pages.

B.

The agents cannot get to the pages where they can end the script.

C.

There are no return events listed in the incident workflow for the script use.

D.

There are no exit or finished events being triggered on the script pages.

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Questions 6

Which three options are not supported in a Browser User Interface workspace?

Options:

A.

The ability to view the visitor browser history in the Agent Browser User Interface is not supported.

B.

Theauthorization of Knowledge Foundation (Answer Workspace) in the Browser User Interface workspace is not supported.

C.

The mixing of HTTP and HTTPS is not supported because i is a security violation.

D.

Any site which does not want to be embedded insidean iframe will not be rendered.

E.

Any site trying to navigate to a top-level page will not be rendered.

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Questions 7

How can you enable add-ins to run locally without uploading it to theserver?

Options:

A.

Configuration > Staff Management > Profiles > Required Profile > Interfaces tab, Addin tab > Select Developer Mode.

B.

Configuration > Staff Management > Profiles > Required Profile > Select Developer Mode.

C.

Configuration > Site Configuration> Addin Manager > Required Profile > Select Developer Mode.

D.

Configuration > Site Configuration > Addin Manager > Required Profile > Interfaces > Select Developer Mode.

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Questions 8

Your customer has asked you to create a report that will need to be sent to the executive management. None of the recipients of this report has access to the system, and the same monthly report needs to be delivered toall recipients. The management team changes frequently, and your customer does not want to alter the report schedule after configuration.

Which two steps must be taken after creating the report?

Options:

A.

Create a schedule record for the report.

B.

Create andadd the distribution list to the schedule.

C.

Set up staff accounts for the executive team.

D.

Send a notification to the executive team that the report is available.

E.

Create a dashboard for the report.

F.

Upgrade the permissions for the report toinclude the executive team.

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Questions 9

Your customer wants to measure agent performance based on feedback from their end users. If the end users provide negative feedback, their incidents need to be reopened automatically. Which three tasks will fulfill these requirements?

Options:

A.

Create a new queue for unhappy customers.

B.

Assign a score to the survey questions and set the status field based on the value

C.

Schedule a survey to run on a daily basis.

D.

Create a transactional survey.

E.

Set an incident business rule to send the survey

F.

Create a report of survey responses.

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Questions 10

Which five actions should you performto configure advanced routing?

Options:

A.

Configure collaboration with external users who are not agent desktop users.

B.

Add product and category fields to the Live Help page of the Customer Portal.

C.

Create and activate a rule to route incidents to the advanced routing incident queue.

D.

Add Access Control to a navigation set.

E.

Define products and categories.

F.

Assign guided assistance permission to a profile.

G.

Assign advanced routing permissions to a profile.

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Questions 11

A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.

What could be the reason?

Options:

A.

The profile to which the agent is assigned does not have the Interface Access checkbox selected.

B.

The profile to which the agent is assigned does not have a navigation set assigned.

C.

The profile to which the agent is assigned does not have the incident workspace assigned.

D.

The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.

E.

The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.

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Questions 12

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 chatsession.

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 13

Examine these functions:

f1- apply() f2 - setup(), f3 - validate(), f4 - cleanup(), f5- fetchObject()

What is the correct sequence of execution of these functions during customprocesses testing?

Options:

A.

f2, f5, f3, f1, f4

B.

f1, f2, f5, f3, f4

C.

f5, f2, f3, f4, f1

D.

f2, f5, f1, f3, f4

E.

f1, f2, f4, f3, f5

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Questions 14

Which four view modes are available in the Report Editor?

Options:

A.

Database View

B.

Report View

C.

Data Set View

D.

Design View

E.

Layout View

F.

Graphical View

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Exam Code: 1z0-1038-22
Exam Name: Oracle Service Center 2022 Implementation Professional
Last Update: Feb 19, 2024
Questions: 97