Oracle 1Z0-1038-21 Prüfungsthemen:
| Abschnitt | Gewichtung | Ziele |
|---|---|---|
| Thema 1: Geschäftsregeln und Automatisierung | 25% | - SLA und Serviceintervalle - Regeln für den Arbeitsbereich - Geschäftsregeln und Ereignisse - Prozessdesigner |
| Thema 2: Dienstleistungsverwaltung | 15% | - Störungsmanagement - Einrichtung der Wissensdatenbank - Verwaltung von Kontakten und Organisationen |
| Thema 3: Konfiguration | 30% | - Navigationsstrukturen und Menüs - Konfiguration des Arbeitsbereichs - Benutzerdefinierte Felder und Objekte - Profile und Berechtigungen |
| Thema 4: Analytik und Verwaltung | 10% | - Wartung und Aktualisierungen - Sicherheit und Zugriffskontrolle - Berichte und Dashboards |
| Thema 5: Integration und Anpassung | 20% | - Webdienste und APIs - Anpassung des Agenten-Desktops - Connect-Integration |
Oracle Service Center 2021 Implementation Essentials 1Z0-1038-21 Prüfungsfragen mit Lösungen
Frage #1
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 cannot use the Fill Inbox functionality because the pull policy is manual.
- D. Agents will get incidents only from the ql queue.
Antwort: A 🗳️
Frage #2
Which three elements are available for workflow design on the Insert ribbon?
- A. Return
- B. Set Fields
- C. Restart
- D. Terminate
- E. Decision
Antwort: C,D,E 🗳️
Frage #3
Which three statements are true about Service Level Agreements?
- A. They enable you to restrict the number of incidents raised by end users through various channels.
- B. They enable you torestrict what agents can view as part of navigation on the console.
- C. They enable you to set the reports that are visible to an agent.
- D. They enable you to set a timeline for an agent to respond to an incident.
- E. They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.
- F. They enable you to specify the duration for which an incident can be kept in waiting status.
Antwort: D,E,F 🗳️
Frage #4
Which is an invalid data type?
- A. Text area
- B. Date/time
- C. Menu
- D. Radio
- E. Text field
- F. Integer
- G. Float
Antwort: D 🗳️
Frage #5
Your customer has created a new script and deployed it to agents in their call center within their incident workflow. They have noticed that their agents cannot end the script as expected. What are two reasons for this?
- A. There are no script beginning and ending buttons enabled for the script pages.
- B. The agents cannot get to the pages where they can end the script.
- C. There are no return events listed in the incident workflow for the script use.
- D. There are no exit or finished events being triggered on the script pages.
Antwort: A,C 🗳️
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