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Best Quality Oracle 1Z0-1038-20 Exam Questions
NEW QUESTION 20
How many rows can be returned by a tabular query?
- A. Unlimited
- B. 0
- C. 1
- D. 2
- E. 3
Answer: C
NEW QUESTION 21
Which option should you use to create or configure queues?
- A. Configuration > Application Appearance >Customizable Menus > System Menus
- B. Configuration > Site Configuration > Configuration Settings
- C. Configuration > Site Configuration > Message Bases
- D. Configuration > Application Appearance > Customizable Menus > Custom Menus
Answer: A
NEW QUESTION 22
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 a PHP script that executes only synchronously.
- C. It is always triggered from business rules.
- D. It is triggered by an event that occurs on standard objects only.
- E. It can be triggered by an event that occurs even on a custom object.
- F. It can be triggered by an event that occurs on community objects.
- G. It is also known as the Object Event Handler.
Answer: E,F,G
NEW QUESTION 23
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 be allowed to perform creation and deletion operations.
How can this be done?
- A. by creating the Contact Center Agents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions
- B. by configuring settings at the time of creation of the custom object
- C. by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object
- D. by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object
Answer: D
NEW QUESTION 24
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. Assign a score to the survey questions and set the status field based on the value
- E. Create a transactional survey.
- F. Schedule a survey to run on a daily basis.
Answer: A,B,C
NEW QUESTION 25
Which four statements are true about incident rules?
- A. A catch-all rule has no impact on incident rules.
- B. All incident rules should have an action to transit from the initial state to another state.
- C. Incident rules should have a minimum of two rule states.
- D. Incident rules should have one rule state.
- E. A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
- F. A catch-all escalation action has no impact on incident rules.
- G. Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
Answer: B,D,E,G
NEW QUESTION 26
Which Oracle Service Cloud capability can assign chats based on language and product skills?
- A. Engagement engine
- B. Syndicated chat
- C. Business rules
- D. Advanced routing
Answer: D
NEW QUESTION 27
You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?
- A. Update custom fields with the changed address and phone numbers.
- B. Create the standard text with the current address and phone numbers.
- C. Update the standard text with the changed address and phone numbers.
- D. Create variables with the current address and phone numbers.
- E. Create custom fields for the address and phone numbers.
- F. Update variables with the changed address and phone numbers.
Answer: B,C
NEW QUESTION 28
Which five practices deliver maximum reporting performance?
- A. Using the complex expression operator instead of the like operator
- B. Filtering on expressions and not on simple columns
- C. Using the like operator instead of the complex expression operator
- D. Providing default values for runtime filters
- E. Using index custom fields as filters
- F. Filtering on standard fields that are indexed
- G. Using outer joins rather than inner joins when possible
- H. Configuring many-to-many joins
- I. Using fixed filters whenever possible
- J. Filtering on simple columns and not on expressions
- K. Providing values for runtime filters
Answer: F,G,I,J,K
NEW QUESTION 29
Which setup sequence is used to give permissions to an individual to access an application?
- A. Navigation set > Profile > Staff Account
- B. Profile > Navigation set > Staff Account
- C. Staff Account > Profile > Navigation set
- D. None. No sequence is required.
Answer: B
NEW QUESTION 30
An agent is assigned a profile PI that is configured with three incident queues: q1, q2, and q3, and the pull policy is set to Manual. Which statement is true?
- A. Agents can use the Fill Inbox functionality to select any of the three queues.
- B. Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.
- C. Agents will get incidents only from the ql queue.
- D. Agents cannot use the Fill Inbox functionality because the pull policy is manual.
Answer: A
NEW QUESTION 31
Which two statements are true about safe mode in relation to add-ins?
- A. It allows an agent desktop to log in to the application without any add-ins.
- B. It is enabled automatically if the previous shutdown of the agent desktop application did not happen normally.
- C. It is a profile setting that must be enabled for a profile.
- D. It allows an agent desktop to log in to the application with local add-in files.
- E. It is a setting that must be enabled at the interface level.
Answer: B,D
NEW QUESTION 32
Which three elements are available for workflow design on the Insert ribbon?
- A. Restart
- B. Terminate
- C. Return
- D. Decision
- E. Set Fields
Answer: A,B,D
NEW QUESTION 33
Which four types are used by incidents queues?
- A. Quick
- B. LIFO
- C. Round Robin (All)
- D. Round Robin (Logged In)
- E. Advanced Routing
- F. Standard
- G. FIFO
Answer: C,D,E,F
NEW QUESTION 34
You want to ensure that some specific content in messages can be hidden for seme messages. What would you use to meet this requirement?
- A. Conditional fields
- B. Custom fields
- C. Merge fields
- D. Incident thread fields
Answer: A
NEW QUESTION 35
When an incident is opened, your customer wants to have different workspaces opened based on the products selected in the "Ask a Question" form on the Customer Portal pages.
Which three elements are necessary to design the workflow?
- A. Entry Point
- B. Load
- C. Return
- D. Decision
- E. Set Fields
- F. Workspace
Answer: A,D,F
NEW QUESTION 36
An agent tries to open an incident from his or her recent items.
Which three components determine what appears to the agent on opening an incident record?
- A. Profile functional permissions
- B. Profile workspace assignment
- C. Workspace rules
- D. Profile navigation assignment
- E. SLAs
- F. Configuration settings
Answer: A,B,D
NEW QUESTION 37
A customer is unable to see a record in the audit log after running a report. What could be the reason for this?
- A. the Purge settings in the database
- B. the Filters settings of the report
- C. the permissions of the report
- D. the Expanded Report Audit Log from the Reports Explorer
Answer: D
NEW QUESTION 38
Which two statements are true about Oracle Service Cloud accelerators?
- A. They are complete plug-and-play tools that can be used with Oracle Service Cloud in any client environment free of cost.
- B. The source files for all listed accelerators are available for download.
- C. They are code samples to show how integrations can be built by using the public integration capabilities of Oracle Service Cloud.
- D. Oracle provides support for all accelerators.
- E. They
are available at http://www.oracle.com/technetwork.
Answer: A,C
NEW QUESTION 39
How can you set a preference that is local to your machine?
- A. By selecting Navigation pane > Configuration > Staff Management > Profiles
- B. By selecting File > Configuration
- C. By selecting File > Options
- D. By selecting File > Settings
Answer: C
NEW QUESTION 40
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. Do not set the deferred execution option
- B. Use a drilldown level to filter the top level
- C. Remove Primary keys from all tables used in the report
- D. Add default values to runtime filters if used in the report
- E. Set the option to allow switching of data
- F. Use runtime filters in preference to fixed filters
Answer: C,D
NEW QUESTION 41
Which three statements are true about add-ins?
- A. They always run locally on the machines on which the desktop application runs.
- B. They can be designed to create visual components and not perform any integrations.
- C. They can be added to the Custom Portal area of Oracle Service Cloud.
- D. They always run locally to access local data.
- E. They are the visual areas of Oracle Service Cloud Agent Desktop.
- F. They are written in the C# .NET programming language with the templates provided by Oracle Service Cloud.
Answer: A,E,F
NEW QUESTION 42
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