Oracle 1Z0-1038-21 Actual Free Exam Questions & Community Discussion

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

Question #1

A customer is using a service level agreement (SLA) to calculate resolution due dates automatically when an SLAinstance is added to an incident. What setup is required for resolution due calculations?

A. Define default response requirements.

B. Create a custom incident milestones report and add it to a custom incident workspace

C. Use business rules to automatically calculate dates

D. Add all the holidays observed by your organization.

Discussion 0

Correct Answer: B Vote an answer

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Question #2

When an incident is opened, your customerwants to have different workspaces opened based on the products selected in the "Ask a Question" form on the Customer Portal pages.
Which three elements are necessary to design the workflow?

A. Load

B. Entry Point

C. Decision

D. Set Fields

E. Workspace

F. Return

Discussion 0

Correct Answer: B,C,E Vote an answer

Question #3

In which two scenarios would you use multiple interfaces?

A. When new business processes need to be supported other than the standard contact center

B. When your portal needs the support of different channels for login

C. When your business operates in different lines of business

D. When you need multiple channels enabled such as email, chat,and web self-service

E. When multiple languages need to be supported

Discussion 0

Correct Answer: C,E Vote an answer

Question #5

Your customer would like to send a communication about a product that is applicable only to its user base in the USA.
Which three actions should you perform?

A. Create a transactional survey.

B. Add the segment in step (d) to the Audience tab in the Included section.

C. Create a broadcast survey.

D. Create a report of contacts whose contact home

E. Create a segment of contacts whose contact home country is USA.

F. Add the report in step (c) to the Audience tab in the Included section.

Discussion 0

Correct Answer: A,C,E Vote an answer

Question #6

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/ID/3

B. https://yoursite.domain/services/rest/connect /v1.3/accounts_ID/3

C. https://yoursite.domain/services/rest/connect /latest/accounts/3

D. https://yoursite.domain/services/rest/connect /latest/accounts/ID/3

E. https://yoursite.domain/services/rest/connect /latest/accounts_ID/3

F. https://yoursite.domain/services/rest/connect /v1.3/accounts/3

Discussion 0

Correct Answer: D,F Vote an answer

Question #7

Which Oracle Service Cloud capability can assign chats based on language and product skills?

A. Advanced routing

B. Engagement engine

C. Business rules

D. Syndicated chat

Discussion 0

Correct Answer: A Vote an answer

Question #8

A customer is trying to import guides and a definition file from another interface and receives an error: "The response node cannot be added as it would exceed the maximum amount of 2048 response nodes the guide can have.
What action must betaken to fix this?

A. Make sure the guide definition file does not include anyhash value while importing it.

B. Make sure guided assistance is enabled in another interface.

C. Navigate to one of the superior nodes and remove most of the nodes, keeping the same unique identifier.

D. Increase the maximum number of response nodes in the configuration.

Discussion 0

Correct Answer: C Vote an answer

Question #9

Which setup sequence is usedto give permissions to an individual to access an application?

A. Staff Account > Profile > Navigation set

B. Navigation set > Profile > Staff Account

C. Profile > Navigation set > Staff Account

D. None. No sequence is required.

Discussion 0

Correct Answer: C Vote an answer

Question #10

Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?

A. If a contact record exists, loading details from the contact found in the incident workspace

B. Capturingall incident-associated CO data from customers

C. If a contact record does not exist, creating a contact record as captured by an agent from customers

D. Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier

E. Allowing an agent to switch between workspaces by clicking the "Select Workspace" button

Discussion 0

Correct Answer: A,B,C Vote an answer

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