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Best Quality Oracle 1Z0-1038-20 Exam Questions
NEW QUESTION 32
Which six actions initiate the business rules engine to run their configured logic?
- A. An agent runs an incident report.
- B. An agent edits contacts, incidents, organizations, or tasks.
- C. A customer creates an incident in the end user portal.
- D. A customer adds more information to their incident via the end-user pages.
- E. A customer updates contact details via the end-user pages.
- F. An administrator compiles the rules engine.
- G. The rules engine is updated.
- H. An agent creates or edits an answer.
- I. An agent views the rule log.
- J. An agent edits an opportunity.
Answer: A,B,D,F,G,H
NEW QUESTION 33
Which two statements are true about mailboxes?
- A. Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.
- B. The Dbtstatus utility is responsible for having incidents created after an email is sent to the Service Cloud mailbox.
- C. Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.
- D. The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.
- E. Techmail is responsible for pulling emails from single or multiple mailboxes.
Answer: D,E
NEW QUESTION 34
A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?
- A. The profile to which the agent is assigned does not have a navigation set assigned.
- B. The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
- C. The profile to which the agent is assigned does not have the incident workspace assigned.
- D. The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.
- E. The profile to which the agent is assigned does not have the Interface Access check box selected.
Answer: E
NEW QUESTION 35
Which two are non-CRUD operations?
- A. ResetContactPasswordResponseMsg = Binding.ResetContactPassword(ID ContactID);
- B. CSVTableSet = Binding.QueryCSV(string Query, int PageSize, string Delimiter, bool
- C. ReturnRawResult, bool DisableMTOM, out byte[] FileData);
RNObject[] rnObjects = _client.Get(clientlnfoHeader, objects, options); - D. RNObject[] = Binding.Create(RNObject[] Objects, CreateProcessingOptions Options);
- E. CSVTableSet results = RunAnalyticsReport(AnalyticsReport ReportObject, int Limit, int Start, string Delimiter, bool ReturnRawResult, bool DisableMTOM, out byte[] FileData);
- F. UpdateResponseMsg = Binding.Update(RNObject[] Objects, UpdateProcessingOptions ProcessingOptions);
Answer: B,E
NEW QUESTION 36
Which four statements are true about reports?
- A. Reports are not common across the interface.
- B. Reports are shared between interfaces.
- C. Reports must be exported manually in all interfaces.
- D. All the permissions from an imported report remain unchanged after an export.
- E. The owner of a report remains the same even if the report is imported by some other user.
- F. After a report is published, the report data remains unchanged even as the knowledge base is updated.
- G. Published reports can be modified.
Answer: A,C,D,G
NEW QUESTION 37
You find that the chat agent is not receiving chat messages, even though the agent is logged in. Which two actions can help resolve this problem?
- A. Requesting Chat from File > Options > View Options
- B. Fixing the chat workspace
- C. Deselecting the Pull Chat check box in the agent's profile
- D. Configuring advanced routing
- E. Clicking Request Chat on the Live Media bar
Answer: B,E
NEW QUESTION 38
You are creating custom fields and enter a column name. However, you receive an error when you try to save it.
Identify three reasons for this.
- A. The column name starts with a lowercase alphabet.
- B. The column name contains a space.
- C. The column name contains a punctuation.
- D. The column name starts with a number.
- E. The column name contains a dollar symbol.
- F. The column name contains an underscore.
Answer: B,D,E
NEW QUESTION 39
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 40
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 41
The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which statement is true?
- A. Because the system default is 15 minutes, it cannot be changed.
- B. You can change the default value to 60 minutes by using File > Options > Session Expiration.
- C. You can change the default value to 60 minutes by amending the Site Configuration > Configuration Settings value.
- D. You can change the default value to 60 minutes by using Site Configuration > Session Timeout.
Answer: C
NEW QUESTION 42
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. The script beginning and ending buttons are not enabled for the script pages.
- C. The agents are not able to get to the pages where they can end the script.
- D. No return events are listed in the incident workflow for the script to use.
Answer: A,D
NEW QUESTION 43
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 44
How can you enable add-ins to run locally without uploading it to the server?
- A. Configuration > Staff Management > Profiles > Required Profile > Select Developer Mode.
- B. Configuration > Staff Management > Profiles > Required Profile > Interfaces tab, Addin tab > Select Developer Mode.
- C. Configuration > Site Configuration > Addin Manager > Required Profile > Select Developer Mode.
- D. Configuration > Site Configuration > Addin Manager > Required Profile > Interfaces > Select Developer Mode.
Answer: D
NEW QUESTION 45
Which two statements are true when working with add-ins in a Custom Object workspace?
- A. You cannot obtain a custom object instance directly by using the add-in API. You need to use the Connect web service for SOAP again for the, same.
- B. IGenericObject is the interface that is available with the Connect Common Object Model (CCOM) API for custom objects.
- C. Using the record context, you can obtain an instance of a custom object by passing the package name and object name.
- D. It is not possible to automate anything by using an add-in framework in a Custom Object workspace.
- E. IGenericObject is the interface that is available with the add-in API for custom objects.
Answer: A,C
NEW QUESTION 46
Which three events are available with the JavaScript API?
- A. enclose ()
- B. onrefresh()
- C. aftersave()
- D. onbeforesave ()
- E. onsaveclose ()
- F. ondataupdated()
Answer: A,D,F
NEW QUESTION 47
Your customer has "Gold" level SLAs being applied to certain organizations according to organization rules.
After six months, the business decides to change the response time: instead of responding in 24 hours your agents need to respond within eight business hours.
You modify the "Gold" SLA to reflect this change but you notice that the SLA reports are still using a 24-hour response time.
Based on this scenario, which statement is correct?
- A. The SLA reports will need to be modified to use the new SLA.
- B. You have not activated the rules so the updated SLAs are not being applied.
- C. Your site has been corrupted with the "Gold" SLA.
- D. Updating the SLA will not automatically update the organization's SLA instance.
Answer: B
NEW QUESTION 48
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 49
Which two REST API calls can be used to retrieve account information with ID 3?
- A. https://yoursite.domain/services/rest/connect /v1.3/accounts/ID/3
- B. https://yoursite.domain/services/rest/connect /latest/accounts/3
- C. https://yoursite.domain/services/rest/connect /v1.3/accounts_ID/3
- D. https://yoursite.domain/services/rest/connect /latest/accounts/ID/3
- E. https://yoursite.domain/services/rest/connect /latest/accounts_ID/3
- F. https://yoursite.domain/services/rest/connect /v1.3/accounts/3
Answer: D,F
NEW QUESTION 50
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