Oracle Service Center 2020 Implementation Essentials - 1Z0-1038-20 FREE EXAM DUMPS QUESTIONS & ANSWERS]

Question 1

You make some changes to a message template.
Which statement is true about applying this change across multiple interfaces?

A. You need to copy and paste the source code across the multiple interfaces. B. You need to use the export and import option. C. You need to re-create the message template across the multiple interfaces. D. The change is reflected across all interfaces by default.

Discussion 0

Correct Answer: A Vote an answer

Question 2

Your customer wants to measure agent performance based on feedback from their end users. If the end users provide negative feedback, their incidents need to be reopened automatically. Which three tasks will fulfill these requirements?

A. Set an incident business rule to send the survey B. Create a new queue for unhappy customers. C. Create a report of survey responses. D. Create a transactional survey. E. Schedule a survey to run on a daily basis. F. Assign a score to the survey questions and set the status field based on the value

Discussion 0

Correct Answer: A,B,C Vote an answer

Question 3

A customer is trying to use Element Manager to import and add-ins and receives this error:
"This package cannot be processed."
What is the reason for this error?

A. Check if the exported file was generated by a product version that is older than the existing product version. B. The Browser User Interface (BUI) workspace is not using the standard workspace. C. Element Manager does not support the import and export of workspaces with custom workspace ribbon add-ins. D. The hash value during import doesn't match the hash declared at the end of the rile.

Discussion 0

Correct Answer: B Vote an answer

Question 4

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 to streamline this contact center training program?

A. Custom process model B. Business rules C. Guided assistance D. Intent guide E. Agent scripts

Discussion 0

Correct Answer: A,B Vote an answer

Question 5

You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?

A. Create the standard text with the current address and phone numbers. B. Update variables with the changed address and phone numbers. C. Create variables with the current address and phone numbers. D. Update custom fields with the changed address and phone numbers. E. Update the standard text with the changed address and phone numbers. F. Create custom fields for the address and phone numbers.

Discussion 0

Correct Answer: A,E Vote an answer

Question 6

Which five actions should you perform to configure advanced routing?

A. Configure collaboration with external users who are not agent desktop users. B. Create an advanced routing incident queue. C. Assign advanced routing permissions to a profile. D. Create and activate a rule to route incidents to the advanced routing incident queue. E. Define products and categories. F. Add product and category fields to the Live Help page of the Customer Portal. G. Add Access Control to a navigation set. H. Assign guided assistance permission to a profile.

Discussion 0

Correct Answer: A,C,D,E,G Vote an answer

Question 7

You have a requirement to purge Incidents where the Incidents have not been updated in the last 30 days using Data Lifecycle Management. What are the two steps you should do to define a report containing criteria used to purge the records?

A. Use runtime filters in preference to fixed filters B. Use a drilldown level to filter the top level C. Set the option to allow switching of data D. Do not set the deferred execution option E. Add default values to runtime filters if used in the report F. Remove Primary keys from all tables used in the report

Discussion 0

Correct Answer: E,F Vote an answer

Question 8

Which three features can be configured in advanced routing?

A. Skill relaxation B. Queue prioritization C. Queue segregation D. Skill time E. Queue limit F. Queue overflow

Discussion 0

Correct Answer: A,B,F Vote an answer