Exam: 1Z0-1038-23

Format: Multiple Choice
Duration: 90 Minutes
Exam Price: $
Number of Questions: 58
Passing Score: 62%
Validation: This exam has been validated against 22A/22B/22C/22D/23A/23B.
Policy: Cloud Recertification

Earn associated certifications : Passing this exam is required to earn these certifications. Select each certification title below to view full requirements.
Oracle Service Center 2023 Certified Implementation Professional
Prepare to pass exam: 1Z0-1038-23

An Oracle Service Center 2023 Implementation Professional has demonstrated the knowledge required to create queues and assignments, implement automation and customization of user interfaces and business processes, set up processes between Customers and Agents, and create and manage Reports. Individuals who earn this certification can configure, administer, and use the Service Center with the Service Console and Browser UI.

If you have a valid Oracle Service Center Implementation Professional Certification, and your credential has not expired, you can maintain your certification by taking the corresponding shorter Delta exam.

Login to Oracle CertView to check if your certification credential has expired or is still valid.

Check the Oracle Recertification Policy to see if you qualify.

Take recommended training
Complete one of the courses below to prepare for your exam (optional):

Become a B2C Service Certified Service Center Implementer

Additional Preparation and Information

A combination of Oracle training and hands-on experience (attained via labs and/or field experience), in the learning subscription, provides the best preparation for passing the exam.

Review exam topics

B2C Service Products and Services
Explain B2C Service products and services
Describe Service Level Agreements
Create queues, assignments, and standard application menus

Service Console Core Features and Access
Perform an initial setup and set up the Service Console
Describe Core Business Objects
Set Up Navigation, Permissions and User Accounts
Explain configuration settings
Perform export/import with Element Manager
Use Data Lifecycle Management

B2C Service User Interface and Processes
Describe message bases
Implement user Interface modifications and automation (workspaces)
Implement workflow
Create workspaces for the Browser User Interface

Processes between Customers and Agents
Describe agent assistance
Describe standard text and variables
Create message templates
Describe mail and mailboxes
Generate outreach and feedback
Create business rules
Configure chat and cobrowse
Configure advanced routing
Configure Guided Assistants
Work with International Data
Configure Products, Categories, and Dispositions
Configure Service Level Agreements
Audit Fields
Create Enhanced Business Rules

Reports
Describe B2C Service Analytics
Customize reports
Share reports

B2C Service Service Console Extensions
Configure add-ins

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QUESTION 1
Which four types are used by incidents queues?

A. FIFO
B. Round Robin (Logged In)
C. LIFO
D. Quick
E. Round Robin (All)
F. Standard
G. Advanced Routing

Answer: BEFG

QUESTION 2
How many rows can be returned by a tabular query?

A. Unlimited
B. 100000
C. 100
D. 10000
E. 1000

Answer: E

QUESTION 3
Which five actions should you perform to configure advanced routing?

A. Configure collaboration with external users who are not agent desktop users.
B. Add product and category fields to the Live Help page of the Customer Portal.
C. Create and activate a rule to route incidents to the advanced routing incident queue.
D. Add Access Control to a navigation set.
E. Define products and categories.
F. Assign guided assistance permission to a profile.
G. Assign advanced routing permissions to a profile.
H. Create an advanced routing incident queue.

Answer: ACDEG

QUESTION 4
Which six actions initiate the business rules engine to run their configured logic?

A. An agent edits contacts, incidents, organizations, or tasks.
B. A customer creates an incident in the end user portal.
C. A customer updates contact details via the end-user pages.
D. The rules engine is updated.
E. A customer adds more information to their incident via the end-user pages.
F. An agent creates or edits an answer.
G. An administrator compiles the rules engine.
H. An agent views the rule log.
I. An agent edits an opportunity.
J. An agent runs an incident report.

Answer: ADEFGJ

QUESTION 5
Which six actions can have a null value?

A. Set SLAs
B. Set Agent
C. Set Assigned
D. Set Mailbox
E. Set Status
F. Set Fields
G. Set Product
H. Set Category
I. Set Queue
J. Set Disposition

Answer: ADFIJ

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