Oracle 1Z0-1038-20 Exam Details & Actual Exam Questions

  • Exam Code/Number: 1Z0-1038-20
  • Exam Name/Title: Oracle Service Center 2020 Implementation Essentials
  • Certification Provider: Oracle
  • Corresponding Certification: Oracle Service Cloud Cross-Channel Contact Center
  • Exam Questions: 73
  • Updated On: Jun,22 2026
  • Certification Level: Implementation Essentials

Oracle Service Center 2020 Implementation Essentials Exam Questions

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Oracle 1Z0-1038-20 Exam Overview:

Certification Vendor:Oracle
Exam Name:Oracle Service Center 2020 Implementation Essentials
Exam Number:1Z0-1038-20
Related Certifications:Oracle Service Center 2020 Certified Implementation Specialist
Available Languages:English
Passing Score:68%
Exam Format:Multiple Choice
Certificate Validity Period:Oracle certification policy applies
Exam Duration:120 minutes
Real Exam Qty:60
Exam Price:USD 245
Sample Questions:Oracle 1Z0-1038-20 Sample Questions
Exam Way:Online proctored exam or test center delivery through Oracle Certification Program.
Pre Condition:No mandatory prerequisite exam required. Oracle recommends hands-on experience with Oracle B2C Service / Oracle Service Center implementations.
Official Syllabus URL:https://education.oracle.com/oracle-service-center-2020-implementation-essentials/pexam_1Z0-1038-20

Oracle 1Z0-1038-20 Exam Syllabus Topics:

SectionWeightObjectives
Testing and Deployment10%- Implementation Lifecycle
  • 1. Testing Procedures
  • 2. Migration and Deployment
  • 3. Production Readiness
Oracle Service Center Overview10%- Oracle B2C Service Architecture
  • 1. Core Service Center Components
  • 2. Navigation and Interface Overview
Reporting and Analytics10%- Report Design and Management
  • 1. Standard Reports
  • 2. Custom Reports
  • 3. Dashboards and Analytics
Customer and Agent Interaction Management15%- Communication Channels
  • 1. Chat and Email Management
  • 2. Customer Portal Processes
  • 3. Incident Management
Business Rules and Automation20%- Process Automation
  • 1. Escalation Management
  • 2. Business Rules
  • 3. Workflows
Configuration and Administration20%- Workspace and User Interface Configuration
  • 1. Navigation Sets
  • 2. Workspaces and Scripts
  • 3. Profiles and Permissions
Queues and Assignments15%- Work Distribution
  • 1. Assignment Rules
  • 2. Queue Management
  • 3. Routing Configuration


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