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 #11

Which three statements are true about the Custom Process Model (CPM) in Oracle Service Cloud?

A. It is triggered by an event that occurs on standard objects only.

B. It is a PHP script that executes only synchronously.

C. It can be triggered by an event that occurs even on a custom object.

D. It is also known as the Object Event Handler.

E. It is triggered by an event that occurs on the standard objects that are used by queues.

F. It is always triggered from business rules.

G. It can be triggered by an event that occurs on community objects.

Discussion 0

Correct Answer: C,D,G Vote an answer

Question #12

Which two statements are true about mailboxes?

A. Techmail isresponsible for pulling emails from single or multiple mailboxes.

B. The Dbtstatus utility is responsible for having incidents created after an emailis sent to the Service Cloud mailbox.

C. The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.

D. Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.

E. Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.

Discussion 0

Correct Answer: A,C Vote an answer

Question #13

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

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

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

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

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

Discussion 0

Correct Answer: D Vote an answer

Question #14

You are working oncomplete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?

A. Intent guide

B. Agent scripts

C. Guided assistance

D. Business rules

E. Custom process model

Discussion 0

Correct Answer: D,E Vote an answer

Question #15

Which three statements are true about headers of custom process models?

A. Theycontain the version number of the PHP script.

B. The header section is always commented.

C. They contain standard objects only.

D. The header section needs to be uncommented during testing.

E. The/QDntain the version number of the Connect Common Object Model.

F. They contain all possible events with the objects.

G. They list only the events that are supported by the code implementation.

Discussion 0

Correct Answer: B,C,G Vote an answer

Question #16

How many rows can be returned by a tabular query?

A. 100

B. 100000

C. 1000

D. 10000

E. Unlimited

Discussion 0

Correct Answer: C Vote an answer

Question #17

Which two statements are true about linking products, categories, and dispositions?

A. Links can be automatically created to categories and dispositions based on answers an incidents.

B. Links can be created only between the parent levels of products, categories, and dispositions.

C. A leaf product's links are inherited from its parent product.

D. Product-category linking is independent of product-disposition linking.

E. Product-category linkingrestricts customers from searching on the Customer Portal.

Discussion 0

Correct Answer: D,E Vote an answer

Question #18

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?

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

B. Requesting Chat from File > Options > View Options

C. Clicking Request Chat on the Live Media bar

D. Configuring advanced routing

E. Fixing the chat workspace

Discussion 0

Correct Answer: C,E Vote an answer

Question #19

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?

A. Select the Reset Navigation Set to Profile Default option.

B. Remove the existing navigation sets and reassign them.

C. Ask the agent to log in to the application again.

D. Check the agent profile for whether the appropriate navigation

Discussion 0

Correct Answer: A Vote an answer

Question #20

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

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

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

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

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

Discussion 0

Correct Answer: B Vote an answer

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