[Jan-2022] Oracle Service Cloud Cross-Channel Contact Center 1Z0-1038-20 Exam Practice Dumps
2022 1Z0-1038-20 Premium Files Test pdf - Free Dumps Collection
NEW QUESTION 37
Which three functions are not part of the math group of functions?
- A. to_number
- B. round
- C. rand
- D. bitand
- E. length
- F. lower
- G. ceiling
- H. truncate
- I. floor
- J. power
Answer: A,E,F
NEW QUESTION 38
Which three features can be configured in advanced routing?
- A. Skill time
- B. Queue segregation
- C. Skill relaxation
- D. Queue overflow
- E. Queue limit
- F. Queue prioritization
Answer: C,D,F
NEW QUESTION 39
Which Oracle Service Cloud capability can assign chats based on language and product skills?
- A. Business rules
- B. Advanced routing
- C. Engagement engine
- D. Syndicated chat
Answer: B
NEW QUESTION 40
Which four types are used by incidents queues?
- A. LIFO
- B. Round Robin (All)
- C. Quick
- D. FIFO
- E. Advanced Routing
- F. Standard
- G. Round Robin (Logged In)
Answer: B,E,F,G
NEW QUESTION 41
Which three options are not supported in a Browser User Interface workspace?
- A. Any site trying to navigate to a top-level page will not be rendered.
- B. The mixing of HTTP and HTTPS is not supported because i is a security violation.
- C. Any site which does not want to be embedded inside an iframe will not be rendered.
- D. The ability to view the visitor browser history in the Agent Browser User Interface is not supported.
- E. The authorization of Knowledge Foundation (Answer Workspace) in the Browser User Interface workspace is not supported.
Answer: B,C,D
NEW QUESTION 42
What are three required sections for Custom Process Models?
- A. Footer
- B. Code containing integration with external systems
- C. Code containing custom business logic
- D. Header
- E. Test script
- F. Test harness
Answer: C,D,F
NEW QUESTION 43
For which three reasons should you recommend using workflows?
- A. They help customers find relevant knowledge answers.
- B. They promote efficiency.
- C. They guide agents through complex customer interactions and data updates.
- D. They can sort incidents raised by a contact.
- E. They reduce human error.
Answer: B,C,E
NEW QUESTION 44
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 the Permissions > Custom Object tab, selecting appropriate permissions for the custom object
- B. by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object
- C. by configuring settings at the time of creation of the custom object
- D. 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
Answer: A
NEW QUESTION 45
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. EGW_PASSWD_CREATE
- B. EGM_ENABLED
- C. EGW_SEND_EMAIL_HEADERS
- D. EGW_UPDATE_BY_CREATE
- E. EGW_PASSWORD_UPDATE_ENABLED
Answer: E
NEW QUESTION 46
Which three statements are true about navigation sets?
- A. Using navigation sets, you can configure whether to show the Recent Items navigation pane or not.
- B. The same navigation set can be set for different interfaces.
- C. Using navigation sets, you can configure whether to show the Home navigation pane or not.
- D. Using navigation sets, you can define what quick links can be seen when navigating File > Link.
- E. Using navigation sets, you can define what new objects can be created by using the File menu.
- F. Using navigation sets, you can configure which quick search reports can be seen.
Answer: B,C,F
NEW QUESTION 47
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 48
Which is a sample object query?
- A. SELECT C.Name.First FROM Contact C WHERE C.Name.First like ,C%';
- B. SELECT Incident.ReferenceNumber, Incident.PrimaryContact-Contact.* FROM Incident;
- C. SELECT 0.Contacts FROM Organization O WHERE O-ID = 1;
- D. SELECT ID FROM Contact WHERE Contact-Name.First like 'Chris' AND
Contact.Address.City='Bozeman';
Answer: D
NEW QUESTION 49
Which five practices deliver maximum reporting performance?
- A. Using fixed filters whenever possible
- B. Using index custom fields as filters
- C. Using the complex expression operator instead of the like operator
- D. Filtering on standard fields that are indexed
- E. Filtering on expressions and not on simple columns
- F. Using the like operator instead of the complex expression operator
- G. Providing default values for runtime filters
- H. Providing values for runtime filters
- I. Filtering on simple columns and not on expressions
- J. Using outer joins rather than inner joins when possible
- K. Configuring many-to-many joins
Answer: A,D,H,I,J
NEW QUESTION 50
Which setup sequence is used to give permissions to an individual to access an application?
- A. Staff Account > Profile > Navigation set
- B. Profile > Navigation set > Staff Account
- C. Navigation set > Profile > Staff Account
- D. None. No sequence is required.
Answer: B
NEW QUESTION 51
Which two statements are true about chat surveys?
- A. You cannot link customer data back to the chat that is submitted.
- B. You can create a chat rule to pop up a transactional survey at the end of a chat session.
- C. You can send a chat survey only while a customer is on the chat.
- D. You can create a chat rule to email a transactional survey to a customer after a chat session.
Answer: B,D
NEW QUESTION 52
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