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Oracle 1Z0-1038-20 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Mail, Internationalization and Extensions | 15% | - Multi-language and international data handling - Service Console add-ins and custom extensions - Mailboxes and email channel setup |
| Topic 2: Analytics and Reporting | 15% | - Custom report creation and sharing - Audit fields and data tracking - B2C Service reporting framework |
| Topic 3: Business Processes and Automation | 20% | - Message templates and outbound communications - Guided Assistants implementation - Chat, co-browse and agent assistance tools - Enhanced business rules and workflows |
| Topic 4: User Administration and Interface | 15% | - Navigation menus and application layout - User accounts, roles and permissions - Message bases and standard text variables - Browser UI workspaces creation |
| Topic 5: B2C Service Products and Initial Setup | 15% | - Service Console setup and navigation - Core business objects and data model - Initial system configuration - Overview of B2C Service platform |
| Topic 6: Configuration and Administration | 20% | - Queues, assignments and routing rules - Products, categories and dispositions - Service Level Agreements (SLA) configuration - Element Manager import/export operations |
Your Oracle Service Center 2020 Implementation Essentials Questions, Answered
The 1Z0-1038-20 exam, officially titled Oracle Service Center 2020 Implementation Essentials, is the qualifying test for the Oracle Service Center 2020 Certified Implementation Specialist certification from Oracle, a credential at the Specialist level. Passing it proves you have the skills employers look for in certified professionals, and it can also support progress toward related credentials such as Oracle B2C Service, Oracle Cross-Channel Contact Center Cloud Service.
The Oracle Service Center 2020 Implementation Essentials exam gives you 105 minutes to work through 60 - 70 questions. That is a steady pace with little room for second-guessing, so train yourself to read each question once, flag the difficult ones, and keep moving. Before exam day, sit at least two full timed sessions in the PassExamDumps test engine — when the clock feels familiar, it stops being a threat.
You need 64% to pass, and the official registration fee is $245 USD. Fall short and you pay that fee in full again for every retake, which makes solid preparation the cheaper option by far. Work through the PassExamDumps practice questions until you score comfortably above the passing mark, then book your seat.
No official prerequisites; 6+ months hands-on experience with Oracle B2C Service recommended Eligibility rules can change over time, so before you register, confirm the latest requirements on the official exam page: Oracle 1Z0-1038-20 exam overview.
You can book your 1Z0-1038-20 exam through any of these official registration channels:
The exam is delivered as Online proctored or onsite at Pearson VUE testing centers, so you can pick the option that fits your schedule when you book.
Oracle recommends the following training for Oracle Service Center 2020 Implementation Essentials candidates:
Pair that training with the 73 practice questions from PassExamDumps and you can check your readiness topic by topic before exam day.
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The Oracle Service Center 2020 Implementation Essentials syllabus is organized into 6 domains. The main areas include Analytics and Reporting (15%), Business Processes and Automation (20%), and Configuration and Administration (20%). Scroll up to the Exam Topics section above for the complete, current outline before you plan your study schedule.
Oracle Service Center 2020 Implementation Essentials Sample Questions:
Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?
- A. Enable the engagement engine.
- B. Select the Chat check box that is associated with an agent's staff account.
- C. Select the corresponding pull policy.
- D. Select the Pull Chat check box in the chat profile.
- E. Configure advanced routing.
Correct Answer: C,D 🗳️
What must you set to enable the email channel?
- A. EGW_ENABLED
- B. EGW_UPDATE_BY_CREATE
- C. EGW_SECURE_UPDATE_ENABLED
- D. EGW_SAVE_EMAIL_HEADERS
- E. EGW_AUTO_CONT_CREATE
Correct Answer: A 🗳️
Which two statements are true about Oracle Service Cloud accelerators?
- A. They are code samples to show how integrations can be built by using the public integration capabilities of Oracle Service Cloud.
- B. They
are available at http://www.oracle.com/technetwork. - C. They are complete plug-and-play tools that can be used with Oracle Service Cloud in any client environment free of cost.
- D. Oracle provides support for all accelerators.
- E. The source files for all listed accelerators are available for download.
Correct Answer: A,C 🗳️
Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.
- A. No exit or finished event is being triggered on the script pages.
- B. No return events are listed in the incident workflow for the script to use.
- C. The agents are not able to get to the pages where they can end the script.
- D. The script beginning and ending buttons are not enabled for the script pages.
Correct Answer: A,B 🗳️
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 > Select Developer Mode.
- B. Configuration > Site Configuration > Addin Manager > Required Profile > Select Developer Mode.
- C. Configuration > Site Configuration > Addin Manager > Required Profile > Interfaces > Select Developer Mode.
- D. Configuration > Staff Management > Profiles > Required Profile > Select Developer Mode.
Correct Answer: C 🗳️
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