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Oracle 1Z0-1038-20 Exam Overview:

Oracle 1Z0-1038-20 Exam Syllabus Topics:

FAQs for Oracle Service Center 2020 Implementation Essentials Candidates

Oracle Service Center 2020 Implementation Essentials Sample Questions:

Question 1

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. Decision
B. Entry Point
C. Set Fields
D. Workspace
E. Load
F. Return

Question 2

The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which statement is true?

A. You can change the default value to 60 minutes by using File > Options > Session Expiration.
B. You can change the default value to 60 minutes by using Site Configuration > Session Timeout.
C. Because the system default is 15 minutes, it cannot be changed.
D. You can change the default value to 60 minutes by amending the Site Configuration > Configuration Settings value.

Question 3

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. Workspace rules
B. Profile functional permissions
C. SLAs
D. Configuration settings
E. Profile navigation assignment
F. Profile workspace assignment

Question 4

Which five practices deliver maximum reporting performance?

A. Providing default values for runtime filters
B. Using the like operator instead of the complex expression operator
C. Configuring many-to-many joins
D. Using the complex expression operator instead of the like operator
E. Filtering on standard fields that are indexed
F. Filtering on expressions and not on simple columns
G. Using outer joins rather than inner joins when possible
H. Using index custom fields as filters
I. Filtering on simple columns and not on expressions
J. Using fixed filters whenever possible
K. Providing values for runtime filters

Question 5

Which four statements are true about incident rules?

A. Incident rules should have a minimum of two rule states.
B. A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
C. Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
D. A catch-all rule has no impact on incident rules.
E. A catch-all escalation action has no impact on incident rules.
F. Incident rules should have one rule state.
G. All incident rules should have an action to transit from the initial state to another state.

Solutions: