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Give Push to your Success with Oracle Service Cloud Cross-Channel Contact Center 1Z0-1038-21 Exam Questions

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QUESTION 54
Which two statements are true about Oracle Service Cloud accelerators?

Oracle provides supportfor all accelerators.

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

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

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

Theyare available at http://www.oracle.com/technetwork.

QUESTION 55
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?

Workspace

Load

Set Fields

Entry Point

Decision

Return

QUESTION 56
What are the three different types of pull policy for queues?

Round Robin

First Due

Manual

Strict Priority

Standard

Advanced

QUESTION 57
Which three requirements can be implemented by using workspace rules?

Triggering escalation mails to the manager after the escalation time is over

Dynamically setting the URL for browser control

Calling a CPM script

Calling an add-in

Prompting a customer care executive to dynamically open a guide

QUESTION 58
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?

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

Add all the holidays observed by your organization.

Define default response requirements.

Use business rules to automatically calculate dates

QUESTION 59
Your customer wants to set a disposition and add a specific standard text item automatically based on a given endpoint within the guided assistant path info response thread. Which two steps are required to complete this request?

Use an Incident Business rule to fire a named event and populate the standard text into the message thread.

Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required in the incident workplace.

Create a named event to file each end point of the guide.

Use Agent Workflow to populate the disposition and the standard text based on the named event in the guide.

Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.

QUESTION 60
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?

Business rules

Guided assistance

Intent guide

Custom process model

Agent scripts

QUESTION 61
Which three statements are true about the Custom Process Model (CPM) in Oracle Service Cloud?

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

It is a PHP script that executes only synchronously.

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

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

It is always triggered from business rules.

It is also known as the Object Event Handler.

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

QUESTION 62
Which option should you useto create or configure queues?

Configuration > Application Appearance >Customizable Menus > System Menus

Configuration > Application Appearance > Customizable Menus > Custom Menus

Configuration > Site Configuration > Message Bases

Configuration> Site Configuration > Configuration Settings

QUESTION 63
A customer is trying to use Element Manager to import and add-ins and receives this error:
“This package cannot beprocessed.”
What is the reason for this error?

Check if the exported file was generated by a product version that is older than the existing product version.

The hash value during import doesn’t match the hash declared at the end of the rile.

The Browser User Interface (BUI) workspace is not using the standard workspace.

Element Manager does not support the import and export of workspaces with custom workspace ribbon add-ins.

QUESTION 64
Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?

Select the corresponding pull policy.

Selectthe Pull Chat check box in the chat profile.

Select the Chat check box that is associated with an agent’s staff account.

Configure advanced routing.

Enable the engagement engine.

QUESTION 65
You have a requirement for an incident workspace where clicking a kind of text hyperlink should open a browser window by using the third-party URL of the loaded client. You want to implement this by using add-ins.
Which add-in should you create?

Content Pane

Workspace

Report Command

Workspace Ribbon

Global Ribbon

QUESTION 66
Which three statements are true about navigation sets?

Using navigation sets, you can configure whether to show the Home navigation pane or not.

Using navigation sets, you can configure whether to show the Recent Items navigation pane or not.

Using navigation sets,you can configure which quick search reports can be seen.

The same navigation set can be set for different interfaces.

Using navigation sets, you can define what quick links can be seen when navigating File > Link.

Using navigation sets, you can define what new objects can be created by using the File menu.

QUESTION 67
Which four statements are true about incident rules?

A catch-all rulehas no impact on incident rules.

All incident rules should have an action to transit from the initial state to another state.

Incident rules should have a minimum of two rule states.

Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.

Incident rules should have one rule state.

A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.

A catch-all escalation action has no impact on incident rules.

QUESTION 68
A client requires you to set up chat and email as unlimited for an SLA. What must you do?

Enter zero as the initial value for both fields.

Leave both the chat and email fields limit as blank.

Use the default values.

Enter the value “Unlimited” in the chat and email fields.

QUESTION 69
Which is a sample object query?

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

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

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

SELECT ID FROM Contact WHERE Contact-Name.First like ‘Chris’ ANDContact.Address.City=’Bozeman’;

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Give Push to your Success with Oracle Service Cloud Cross-Channel Contact Center 1Z0-1038-21 Exam Questions [Q54-Q69]

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