Oracle
1D0-1038-23-D
Oracle Service Center 2023 Implementation Professional Delta
QUESTION & ANSWERS
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QUESTION 1
In which two scenarios would you use multiple interfaces?
A.
B.
C.
D.
E.
When you need multiple channels enabled such as email, chat, and web self-service
When new business processes need to be supported other than the standard contact center
When multiple languages need to be supported
When your portal needs the support of different channels for login
When your business operates in different lines of business
Correct Answer: C,E
QUESTION 2
Which five actions should you perform to configure advanced routing?
A.
B.
C.
D.
E.
F.
G.
H.
Configure collaboration with external users who are not agent desktop users.
Add product and category fields to the Live Help page of the Customer Portal.
Create and activate a rule to route incidents to the advanced routing incident queue.
Add Access Control to a navigation set.
Define products and categories.
Assign guided assistance permission to a profile.
Assign advanced routing permissions to a profile.
Create an advanced routing incident queue.
Correct Answer: A,C,D,E,G
QUESTION 3
You make some changes to your message template and deploy it globally, but the deployed status
continues to
show as pending.
What would you do to resolve this?
A.
B.
C.
D.
Accept the changes.
Save the deployment.
Enable the global template.
Validate the template.
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Correct Answer: B
QUESTION 4
You want your system to offer a chat invitation to any customer who spends at least two minutes on a
specific
web page.
What should you use?
A.
B.
C.
D.
configuration settings
business rules
proactive chat widget
syndicate chat widget
Correct Answer: D
QUESTION 5
Which is an invalid data type?
A.
B.
C.
D.
E.
F.
G.
Text area
Integer
Date/time
Menu
Radio
Text field
Float
Correct Answer: E
QUESTION 6
You are working on complete 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 £o streamline this contact center training program?
A. Business rules
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B.
C.
D.
E.
Guided assistance
Intent guide
Custom process model
Agent scripts
Correct Answer: A,D
QUESTION 7
The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which
statement
is true?
A. You can change the default value to 60 minutes by using Site Configuration > Session Timeout.
B. You can change the default value to 60 minutes by amending the Site Configuration >
ConfigurationSettings value.
C. Because the system default is 15 minutes, it cannot be changed.
D. You can change the default value to 60 minutes by using File > Options > Session Expiration.
Correct Answer: B
QUESTION 8
A customer is trying to import guides and a definition file from another interface and receives an
error: "The
response node cannot be added as it would exceed the maximum amount of 2048 response nodes
the guide can
have.
What action must be taken to fix this?
A. Navigate to one of the superior nodes and remove most of the nodes, keeping the same unique
identifier.
B. Make sure guided assistance is enabled in another interface.
C. Make sure the guide definition file does not include any hash value while importing it.
D. Increase the maximum number of response nodes in the configuration.
Correct Answer: A
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QUESTION 9
A client requires you to set up chat and email as unlimited for an SLA. What must you do?
A.
B.
C.
D.
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.
Correct Answer: A
QUESTION 10
You have a requirement where there is a need for frequent change in address and phone numbers.
Which two
actions would you perform?
A.
B.
C.
D.
E.
F.
Update custom fields with the changed address and phone numbers.
Update variables with the changed address and phone numbers.
Create variables with the current address and phone numbers.
Create the standard text with the current address and phone numbers.
Update the standard text with the changed address and phone numbers.
Create custom fields for the address and phone numbers.
Correct Answer: D,E
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