Oracle 1Z1-1038 Actual Free Exam Questions & Community Discussion

Exam Code/Number: 1Z1-1038
Exam Name/Title: Oracle Cross-Channel Contact Center Cloud 2019 Implementation Essentials
Certification Provider: Oracle
Corresponding Certification: Oracle Service Cloud Cross-Channel Contact Center

Exam Questions: 72
Updated On: Jul 11, 2026

Question #17

For which three reasons should you recommend using workflows?

A. They reduce human error.

B. They guide agents through complex customer interactions and data updates.

C. They help customers find relevant knowledge answers.

D. They promote efficiency.

E. They can sort incidents raised by a contact.

Discussion 0

Correct Answer: A,B,D Vote an answer

Question #18

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 restricts customers from searching on the Customer Portal.

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

Discussion 0

Correct Answer: D,E Vote an answer

Question #19

Which is a sample object query?

A. SELECT Incident.ReferenceNumber, Incident.PrimaryContact-Contact.* FROM Incident;

B. SELECT 0.Contacts FROM Organization O WHERE O-ID = 1;

C. SELECT C.Name.First FROM Contact C WHERE C.Name.First like ,C%';

D. SELECT ID FROM Contact WHERE Contact-Name.First like 'Chris' AND
Contact.Address.City='Bozeman';

Discussion 0

Correct Answer: D Vote an answer

Question #20

Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.

A. No exit or finished event is being triggered on the script pages.

B. No return events are listed in the incident workflow for the script to use.

C. The agents are not able to get to the pages where they can end the script.

D. The script beginning and ending buttons are not enabled for the script pages.

Discussion 0

Correct Answer: A,B Vote an answer

Question #21

Which two statements are true about Oracle Service Cloud accelerators?

A. Oracle provides support for all accelerators.

B. They are code samples to show how integrations can be built by using the public integration capabilities of Oracle Service Cloud.

C. They
are available at http://www.oracle.com/technetwork.

D. The source files for all listed accelerators are available for download.

E. They are complete plug-and-play tools that can be used with Oracle Service Cloud in any client environment free of cost.

Discussion 0

Correct Answer: B,E Vote an answer

Question #22

What would you use for repetitive text with a single point of maintenance for any changes to the text?

A. Merge field

B. Variable

C. Custom field

D. Custom object field

Discussion 0

Correct Answer: B Vote an answer

Question #23

Which three statements are true about add-ins?

A. They can be designed to create visual components and not perform any integrations.

B. They always run locally on the machines on which the desktop application runs.

C. They can be added to the Custom Portal area of Oracle Service Cloud.

D. They always run locally to access local data.

E. They are the visual areas of Oracle Service Cloud Agent Desktop.

F. They are written in the C# .NET programming language with the templates provided by Oracle Service Cloud.

Discussion 0

Correct Answer: B,E,F Vote an answer

Question #24

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

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