Exam Name: Oracle Service Center 2021 Implementation Essentials
Certification Provider: Oracle
Corresponding Certification: Oracle Service Cloud Cross-Channel Contact Center
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Updated: Oct 07, 2026
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Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Center Configuration | - User Interface and Workspace Setup
|
| Topic 2: Reporting and Analytics | - Reports and Dashboards
|
| Topic 3: Business Process Automation | - Workflows and Business Rules
|
| Topic 4: SLAs and Service Management | - Service Level Agreements
|
| Topic 5: Guided Assistance and Automation Tools | - Guided Assistance Configuration
|
Oracle Service Center 2021 Implementation Essentials Sample Questions:
A customer is using a service level agreement (SLA) to calculate resolution due dates automatically when an SLAinstance is added to an incident. What setup is required for resolution due calculations?
- A. Add all the holidays observed by your organization.
- B. Define default response requirements.
- C. Create a custom incident milestones report and add it to a custom incident workspace
- D. Use business rules to automatically calculate dates
Correct Answer: C 🗳️
Explanation: Only visible for PassLeader members. You can sign-up / login (it's free).
How many rows can be returned by a tabular query?
- A. 1000
- B. Unlimited
- C. 100000
- D. 10000
- E. 100
Correct Answer: A 🗳️
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 starts with a number.
- D. The column name contains an underscore.
- E. Thecolumn name contains a dollar symbol.
- F. The column name contains a punctuation.
Correct Answer: B,C,E 🗳️
You want yoursystem to offer a chat invitation to any customer who spends at least two minutes on a specific web page.
What should you use?
- A. business rules
- B. configuration settings
- C. proactive chat widget
- D. syndicate chat widget
Correct Answer: D 🗳️
Which four statements are true about incident rules?
- A. Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
- B. Incident rules should have one rule state.
- C. A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
- D. A catch-all rulehas no impact on incident rules.
- E. Incident rules should have a minimum of two rule states.
- F. All incident rules should have an action to transit from the initial state to another state.
- G. A catch-all escalation action has no impact on incident rules.
Correct Answer: A,B,C,F 🗳️
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