Latest Feb 19, 2023 Real 1z0-1038-22 Exam Dumps Questions Valid 1z0-1038-22 Dumps PDF
Oracle 1z0-1038-22 Exam Dumps - PDF Questions and Testing Engine
Oracle 1z0-1038-22 Exam Syllabus Topics:
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NEW QUESTION 32
A malfunctioning add-in can prevent the Service Console from functioning properly. It can also block administrators from logging in to the system to remove the malfunctioning add-in. Which two actions will remove the malfunctioning add-in?
- A. Log out of the interface and log in again.
- B. View the add-in's log files and rectify the issue.
- C. Use Safe mode when logging in to the application.
- D. Exit the administration interface without completing the normal logout process.
Answer: B,C
NEW QUESTION 33
Which four types are used by incidents queues?
- A. Standard
- B. LIFO
- C. Quick
- D. Round Robin (Logged In)
- E. FIFO
- F. Round Robin (All)
- G. Advanced Routing
Answer: A,D,F,G
NEW QUESTION 34
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. Your site has been corrupted with the "Gold" SLA.
- B. Updating the SLA will not automatically update the organization's SLA instance.
- C. You have not activated the rules so the updated SLAs are not being applied.
- D. The SLA reports will need to be modified to use the new SLA.
Answer: C
NEW QUESTION 35
Which two statements are true about a disposition?
- A. It can be linked to categories.
- B. It can be set to a maximum depth of three in hierarchy levels.
- C. It can be linked to products.
- D. It helps to identify the root cause of an incident.
- E. It can be made visible on the Customer Portal.
Answer: C,D
NEW QUESTION 36
Which five actions should you perform to configure advanced routing?
- A. Add product and category fields to the Live Help page of the Customer Portal.
- B. Configure collaboration with external users who are not agent desktop users.
- C. Create and activate a rule to route incidents to the advanced routing incident queue.
- D. Create an advanced routing incident queue.
- E. Add Access Control to a navigation set.
- F. Assign advanced routing permissions to a profile.
- G. Define products and categories.
- H. Assign guided assistance permission to a profile.
Answer: B,C,E,F,G
NEW QUESTION 37
A customer is trying to use Element Manager to import and add-ins and receives this error:
"This package cannot be processed."
What is the reason for this error?
- A. The Browser User Interface (BUI) workspace is not using the standard workspace.
- B. Check if the exported file was generated by a product version that is older than the existing product version.
- C. Element Manager does not support the import and export of workspaces with custom workspace ribbon add-ins.
- D. The hash value during import doesn't match the hash declared at the end of the rile.
Answer: A
NEW QUESTION 38
You are working on complete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest £o streamline this contact center training program?
- A. Intent guide
- B. Agent scripts
- C. Custom process model
- D. Guided assistance
- E. Business rules
Answer: C,E
NEW QUESTION 39
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. Assign a score to the survey questions and set the status field based on the value
- B. Create a transactional survey.
- C. Create a new queue for unhappy customers.
- D. Schedule a survey to run on a daily basis.
- E. Set an incident business rule to send the survey
- F. Create a report of survey responses.
Answer: C,E,F
NEW QUESTION 40
You have a requirement to purge Incidents where the Incidents have not been updated in the last 30 days using Data Lifecycle Management. What are the two steps you should do to define a report containing criteria used to purge the records?
- A. Set the option to allow switching of data
- B. Remove Primary keys from all tables used in the report
- C. Do not set the deferred execution option
- D. Add default values to runtime filters if used in the report
- E. Use a drilldown level to filter the top level
- F. Use runtime filters in preference to fixed filters
Answer: B,D
NEW QUESTION 41
Which three features can be configured in advanced routing?
- A. Queue overflow
- B. Queue prioritization
- C. Queue segregation
- D. Skill time
- E. Skill relaxation
- F. Queue limit
Answer: A,B,E
NEW QUESTION 42
What would you use for repetitive text with a single point of maintenance for any changes to the text?
- A. Merge field
- B. Custom object field
- C. Custom field
- D. Variable
Answer: D
NEW QUESTION 43
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 /v1.3/accounts/ID/3
- C. https://yoursite.domain/services/rest/connect /v1.3/accounts/3
- D. https://yoursite.domain/services/rest/connect /latest/accounts_ID/3
- E. https://yoursite.domain/services/rest/connect /latest/accounts/3
- F. https://yoursite.domain/services/rest/connect /latest/accounts/ID/3
Answer: C,F
NEW QUESTION 44
Which two events can trigger Custom Process Models?
- A. Load
- B. Update
- C. Refresh
- D. OnSaveComplete
- E. Create
Answer: B,E
NEW QUESTION 45
Your customer wants to set a disposition and add a specific standard text item automatically based on a given endpoint within the guided assistant path info response thread. Which two steps are required to complete this request?
- A. Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.
- B. Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required in the incident workplace.
- C. Use Agent Workflow to populate the disposition and the standard text based on the named event in the guide.
- D. Create a named event to file each end point of the guide.
- E. Use an Incident Business rule to fire a named event and populate the standard text into the message thread.
Answer: A,D
NEW QUESTION 46
You want your system to offer a chat invitation to any customer who spends at least two minutes on a specific web page.
What should you use?
- A. proactive chat widget
- B. syndicate chat widget
- C. configuration settings
- D. business rules
Answer: B
NEW QUESTION 47
Your customer has asked you to create a report that shows all the incident should show the following columns:
1. The number of incidents opened in the past month
2. The number of incidents opened in the past week
3. The number of incidents opened in the past day
Which two functions are needed in the expressions to create the three columns?
- A. AVG
- B. SUM
- C. IF
- D. NVL
- E. DECODE
Answer: B,D,E
NEW QUESTION 48
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 agents are not able to get to the pages where they can end the script.
- C. The script beginning and ending buttons are not enabled for the script pages.
- D. No return events are listed in the incident workflow for the script to use.
Answer: A,D
NEW QUESTION 49
Which two are non-CRUD operations?
- A. ResetContactPasswordResponseMsg = Binding.ResetContactPassword(ID ContactID);
- B. RNObject[] = Binding.Create(RNObject[] Objects, CreateProcessingOptions Options);
- C. ReturnRawResult, bool DisableMTOM, out byte[] FileData);RNObject[] rnObjects = _client.Get(clientlnfoHeader, objects, options);
- D. CSVTableSet results = RunAnalyticsReport(AnalyticsReport ReportObject, int Limit, int Start, string Delimiter, bool ReturnRawResult, bool DisableMTOM, out byte[] FileData);
- E. CSVTableSet = Binding.QueryCSV(string Query, int PageSize, string Delimiter, bool
- F. UpdateResponseMsg = Binding.Update(RNObject[] Objects, UpdateProcessingOptions ProcessingOptions);
Answer: D,E
NEW QUESTION 50
In which two scenarios would you use multiple interfaces?
- A. When multiple languages need to be supported
- B. When your portal needs the support of different channels for login
- C. When you need multiple channels enabled such as email, chat, and web self-service
- D. When new business processes need to be supported other than the standard contact center
- E. When your business operates in different lines of business
Answer: A,E
NEW QUESTION 51
Which option should you use to create or configure queues?
- A. Configuration > Application Appearance > Customizable Menus > Custom Menus
- B. Configuration > Application Appearance >Customizable Menus > System Menus
- C. Configuration > Site Configuration > Configuration Settings
- D. Configuration > Site Configuration > Message Bases
Answer: B
NEW QUESTION 52
Your customer has asked you to create a report that will need to be sent to the executive management. None of the recipients of this report has access to the system, and the same monthly report needs to be delivered to all recipients. The management team changes frequently, and your customer does not want to alter the report schedule after configuration.
Which two steps must be taken after creating the report?
- A. Upgrade the permissions for the report to include the executive team.
- B. Create a schedule record for the report.
- C. Send a notification to the executive team that the report is available.
- D. Set up staff accounts for the executive team.
- E. Create and add the distribution list to the schedule.
- F. Create a dashboard for the report.
Answer: B,E
NEW QUESTION 53
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