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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Section	Objectives
Topic 1: API and Integration	- JavaScript API Events 1. Available API Triggers 2. Custom Integration Hooks
Topic 2: Service Processes and Case Management	- Agent Productivity Tools 1. Guided Assistants and Scripts 2. Service Console Usage - Incident and Queue Management 1. Case Creation and Assignment 2. Queue and Pull Policies
Topic 3: User Interface Customization	- Browser UI Design 1. Workspace Configuration 2. Browser UI Controls - Message Templates and Branding 1. Branding and Display Settings 2. Customizing Templates
Topic 4: Reporting and Analytics	- Standard Reporting Tools 1. Report Creation 2. Report Security and Deployment
Topic 5: Service Center Configuration and Setup	- User Authentication and Access 1. Profile and Interface Setup 2. Navigation Sets and Permissions - Business Rules and Automation 1. Service Level Agreements (SLAs) 2. Workflow Implementation

Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. How frequently does Oracle release a new version of a product?

A) Once in four months
B) Once in six months
C) Every month
D) Once in three months

2. Which three statements are true about navigation sets?

A) Using navigation sets, you can configure whether to show the Home navigation pane or not.
B) Using navigation sets, you can define what quick links can be seen when navigating File > Link.
C) Using navigation sets, you can define what new objects can be created by using the File menu.
D) Using navigation sets, you can configure whether to show the Recent Items navigation pane or not.
E) The same navigation set can be set for different interfaces.
F) Using navigation sets,you can configure which quick search reports can be seen.

3. Which statement is true about the JavaScript API?

A) It is available when you use the Connect Common Object Model CCOM for API operations.
B) It cannot be used in Custom Object workspaces.
C) It Is available as JavaScript objectsand can be exposed through browser controls in a workspace.
D) It comes with in-built exception handling.

4. A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for follow up:#120728-000001 A member of our support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it." Which two actions will allow you to identify the correct message base item if you did not know which message base you need to edit? (Choose two.)

A) Look for the message in the receipt email body.
B) Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
C) Run a message base report and search for the text string you want to change.
D) Submit an incident to customer care.

5. 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 the standard objects that are used by queues.
B) It is always triggered from business rules.
C) It can be triggered by an event that occurs even on a custom object.
D) It is triggered by an event that occurs on standard objects only.
E) It can be triggered by an event that occurs on community objects.
F) It is also known as the Object Event Handler.
G) It is a PHP script that executes only synchronously.