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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which six actions can have a null value?

A) Set Agent
B) Set Assigned
C) Set SLAs
D) Set Disposition
E) Set Fields
F) Set Category
G) Set Status
H) Set Mailbox
I) Set Queue
J) Set Product

2. When a new customer submits an incident via email, they get a message with a user ID and password, similar to the content below:
An account has been created for you with the following User ID and Password:
User ID: [email protected]
Password: o2UdlJ8d
An agent wants to disable the message being sent when a customer submits an incident via email.
Which option must be enabled to achieve this?

A) EGM_ENABLED
B) EGW_PASSWORD_UPDATE_ENABLED
C) EGW_SEND_EMAIL_HEADERS
D) EGW_UPDATE_BY_CREATE
E) EGW_PASSWD_CREATE

3. Which two types of joins are available in analytics?

A) Peripheral
B) Intersection
C) Internal
D) Outer LTD) External
E) Inner

4. Which three statements are true about Service Level Agreements?

A) They enable you to set the reports that are visible to an agent.
B) They enable you to restrict the number of incidents raised by end users through various channels.
C) They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.
D) They enable you torestrict what agents can view as part of navigation on the console.
E) They enable you to set a timeline for an agent to respond to an incident.
F) They enable you to specify the duration for which an incident can be kept in waiting status.

5. 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 amending the Site Configuration > Configuration Settings value.
B) You can change the default value to 60 minutes by using Site Configuration > Session Timeout.
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.

Solutions: