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:

Section	Objectives
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