1Z0-1038-21 Dumps with Practice Exam Questions Answers
1Z0-1038-21 by Oracle Service Cloud Cross-Channel Contact Center Actual Free Exam Practice Test
NEW QUESTION 25
Which six actions initiate the business rules engine to run their configured logic?
- A. An agentviews the rule log.
- B. The rules engine is updated.
- C. A customer adds more information to their incident via the end-user pages.
- D. A customer creates an incident in the end user portal.
- E. An agent runs an incident report.
- F. A customerupdates contact details via the end-user pages.
- G. An agent creates or edits an answer.
- H. An agent edits contacts, incidents, organizations, or tasks.
- I. An agent edits an opportunity.
- J. An administrator compiles the rules engine.
Answer: B,C,E,G,H,J
NEW QUESTION 26
Which three statements are true about headers of custom process models?
- A. They contain standard objects only.
- B. Theycontain the version number of the PHP script.
- C. The/QDntain the version number of the Connect Common Object Model.
- D. They list only the events that are supported by the code implementation.
- E. The header section is always commented.
- F. The header section needs to be uncommented during testing.
- G. They contain all possible events with the objects.
Answer: A,D,E
NEW QUESTION 27
Which setup sequence is usedto give permissions to an individual to access an application?
- A. Staff Account > Profile > Navigation set
- B. Profile > Navigation set > Staff Account
- C. None. No sequence is required.
- D. Navigation set > Profile > Staff Account
Answer: B
NEW QUESTION 28
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 > Staff Management > Profiles > Required Profile > Select Developer Mode.
- C. Configuration > Site Configuration > Addin Manager > Required Profile > Interfaces > Select Developer Mode.
- D. Configuration > Staff Management > Profiles > Required Profile > Interfaces tab, Addin tab > Select Developer Mode.
Answer: C
NEW QUESTION 29
You make some changes to your message template and deployit globally, but the deployed status continues to show as pending.
What would you do to resolve this?
- A. Validate the template.
- B. Enable the global template.
- C. Save the deployment.
- D. Accept the changes.
Answer: C
NEW QUESTION 30
For which three reasons should you recommend using workflows?
- A. They can sort incidents raised by a contact.
- B. They reduce human error.
- C. They promote efficiency.
- D. They guide agents through complex customer interactions and data updates.
- E. They help customers find relevantknowledge answers.
Answer: B,C,D
NEW QUESTION 31
A customer is using standard reports within the analytics module. Which two can be edited in a standard report?
- A. schedules
- B. report headings
- C. permissions
- D. graphs
- E. non-selectable filters
- F. column headings
Answer: A,B
NEW QUESTION 32
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 report of contacts whose contact home
- B. Create a broadcast survey.
- C. Add the report in step (c) to the Audience tab in the Included section.
- D. Create a segment of contacts whose contact home country is USA.
- E. Add the segment in step (d) to the Audience tab in the Included section.
- F. Create a transactional survey.
Answer: B,D,F
NEW QUESTION 33
A company wantsto include the company logo and contact details in its outbound email communications.
Where should this be configured?
- A. Admin HTML Editor
- B. Global template
- C. Quote template
- D. Contact HTML Editor
Answer: A
NEW QUESTION 34
In a contact center setup, there are certain custom objects, such as Asset Repair records, that the contact center agents should be able to update only when the supervisor creates a record for them. The contact center agents should not beallowed to perform creation and deletion operations.
How can this be done?
- A. by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object
- B. by creating the Contact CenterAgents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions
- C. by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object
- D. by configuring settings at the time of creation of the custom object
Answer: C
NEW QUESTION 35
Which is a sample object query?
- A. SELECT C.Name.First FROM Contact C WHERE C.Name.First like ,C%';
- B. SELECT ID FROM Contact WHERE Contact-Name.First like 'Chris' ANDContact.Address.City='Bozeman';
- C. SELECT 0.Contacts FROM Organization O WHERE O-ID = 1;
- D. SELECT Incident.ReferenceNumber, Incident.PrimaryContact-Contact.* FROM Incident;
Answer: B
NEW QUESTION 36
You make some changes to a message template.
Which statement is true about applying this change acrossmultiple interfaces?
- A. The change is reflected across all interfaces by default.
- B. You need to copy and paste the source code across the multiple interfaces.
- C. You need to re-create the message templateacross the multiple interfaces.
- D. You need to use the export and import option.
Answer: B
NEW QUESTION 37
A malfunctioning add-in can prevent the Service Console from functioning properly. It can also block administrators from logging in to the system to remove the malfunctioning add-in. Whichtwo actions will remove the malfunctioning add-in?
- A. Exit the administration interface without completing the normal logout process.
- B. Use Safe mode when logging in to the application.
- C. View the add-in's log files and rectify the issue.
- D. Log out of the interface and log in again.
Answer: B,C
NEW QUESTION 38
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. Requesting Chat from File > Options > View Options
- B. Fixing the chat workspace
- C. Configuring advanced routing
- D. Clicking Request Chat on the Live Media bar
- E. Deselecting the Pull Chat check box in the agent's profile
Answer: B,D
NEW QUESTION 39
Which three functions are not part of the math group of functions?
- A. to_number
- B. ceiling
- C. floor
- D. bitand
- E. lower
- F. rand
- G. power
- H. round
- I. length
- J. truncate
Answer: A,E,I
NEW QUESTION 40
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