Oracle
1Z0-1038-23
Oracle Service Center 2023 Implementation Professional
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
How can you enable add-ins to run locally without uploading it to the server?
A. Configuration > Staff Management > Profiles > Required Profile > Interfaces tab, Addin tab >
SelectDeveloper Mode.
B. Configuration > Staff Management > Profiles > Required Profile > Select Developer Mode.
C. Configuration > Site Configuration > Addin Manager > Required Profile > Select Developer Mode.
D. Configuration > Site Configuration > Addin Manager > Required Profile > Interfaces >
SelectDeveloper Mode.
Correct Answer: D
QUESTION 5
Which statement correctly differentiates between a bulk operation and a batch operation?
A. A bulk operation performs a single operation, whereas a batch operation performs a single
operation ona single object.
B. A bulk operation performs the same operation on multiple objects, whereas a batch operation
performsmultiple operations.
C. A bulk operation performs multiple operations on the same object, whereas a batch operation
performthe same operation on multiple objects.
D. A bulk operation performs the same operation on a single object, whereas a batch operation
performsmultiple operations on multiple objects.
Correct Answer: B
QUESTION 6
Which three events are available with the JavaScript API?
A.
B.
C.
D.
E.
F.
aftersave
aftersave()
onsaveclose ()
enclose ()
onrefresh()
onbeforesave ()
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G. ondataupdated()
Correct Answer: C,E,F
QUESTION 7
How can you set a preference that is local to your machine?
A.
B.
C.
D.
By selecting File > Settings
By selecting File > Options
By selecting Navigation pane > Configuration > Staff Management > Profiles
By selecting File > Configuration
Correct Answer: B
QUESTION 8
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.
B.
C.
D.
E.
Business rules
Guided assistance
Intent guide
Custom process model
Agent scripts
Correct Answer: A,D
QUESTION 9
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
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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
QUESTION 10
A customer is unable to see a record in the audit log after running a report. What could be the reason
for this?
A.
B.
C.
D.
the Purge settings in the database
the Filters settings of the report
the Expanded Report Audit Log from the Reports Explorer
the permissions of the report
Correct Answer: C
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