Oracle 1Z0-1038-21 Exam Details & Actual Exam Questions

  • Exam Code/Number: 1Z0-1038-21
  • Exam Name/Title: Oracle Service Center 2021 Implementation Essentials
  • Certification Provider: Oracle
  • Corresponding Certification: Oracle Service Cloud Cross-Channel Contact Center
  • Exam Questions: 95
  • Updated On: Jul,01 2026
  • Certification Level: Specialist

Oracle Service Center 2021 Implementation Essentials Exam Questions

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Oracle 1Z0-1038-21 Exam Overview:

Certification Vendor:Oracle
Exam Name:Oracle Service Center 2021 Implementation Essentials
Exam Number:1Z0-1038-21
Exam Price:USD 245
Exam Format:Multiple Choice Questions (MCQ)
Exam Duration:90 minutes
Available Languages:English
Real Exam Qty:95
Passing Score:62%
Related Certifications:Oracle Service Center 2021 Certified Implementation Specialist
Oracle Service Center 2022 Implementation Professional
Sample Questions:Oracle 1Z0-1038-21 Sample Questions
Exam Way:Online proctored or onsite testing through Oracle testing providers (e.g., Pearson VUE or PSI).
Pre Condition:No mandatory prerequisite exam; Oracle recommends hands-on experience with Oracle Service Center and Oracle CX products.
Official Syllabus URL:https://education.oracle.com/oracle-service-center-2021-implementation-essentials/trackp_O_SVC21_IES

Oracle 1Z0-1038-21 Exam Syllabus Topics:

SectionObjectives
Service Center Configuration and Setup- User Authentication and Access
  • 1. Navigation Sets and Permissions
  • 2. Profile and Interface Setup
- Business Rules and Automation
  • 1. Service Level Agreements (SLAs)
  • 2. Workflow Implementation
API and Integration- JavaScript API Events
  • 1. Custom Integration Hooks
  • 2. Available API Triggers
User Interface Customization- Browser UI Design
  • 1. Browser UI Controls
  • 2. Workspace Configuration
- Message Templates and Branding
  • 1. Branding and Display Settings
  • 2. Customizing Templates
Reporting and Analytics- Standard Reporting Tools
  • 1. Report Creation
  • 2. Report Security and Deployment
Service Processes and Case Management- Incident and Queue Management
  • 1. Case Creation and Assignment
  • 2. Queue and Pull Policies
- Agent Productivity Tools
  • 1. Guided Assistants and Scripts
  • 2. Service Console Usage


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