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Last Updated: Sep 10, 2026
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Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Processes and Case Management | - Incident and Queue Management
|
| Topic 2: User Interface Customization | - Browser UI Design
|
| Topic 3: API and Integration | - JavaScript API Events
|
| Topic 4: Service Center Configuration and Setup | - User Authentication and Access
|
| Topic 5: Reporting and Analytics | - Standard Reporting Tools
|
Oracle Service Center 2021 Implementation Essentials Sample Questions:
Your customer wants to display customized branding information in the login window. Which two options can be used?
- A. Use the BRAND_CONTENT_URL configuration setting, which specifies the URL that is used to display content in the content pane of the login page.
- B. Use the LOGIN_SECURITY_MSG configuration setting, which specifies the welcome message that is displayed on the login page.
- C. Use the LOGIN_SECURITY_URL, configuration setting, which specifies the URL that is used to display content in thecontent pane of the login page.
- D. Use the BRAND_WELCOME_MSG configuration setting, which specifies the welcome message that is displayed on the login page.
Correct Answer: A 🗳️
Which two statements are true about safe mode in relation to add-ins?
- A. It allows an agent desktop to log in to the application without any add-ins.
- B. It is enabled automatically if the previous shutdown of the agent desktop application did not happen normally.
- C. It is a setting that must be enabled at the interface level.
- D. It allows an agent desktop to log in to the application with local add-in files.
- E. It is a profile setting that must be enabled for a profile.
Correct Answer: B,D 🗳️
For which three reasons should you recommend using workflows?
- A. They promote efficiency.
- B. They guide agents through complex customer interactions and data updates.
- C. They reduce human error.
- D. They can sort incidents raised by a contact.
- E. They help customers find relevantknowledge answers.
Correct Answer: A,B,C 🗳️
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. Configuring advanced routing
- B. Fixing the chat workspace
- C. Deselecting the Pull Chat check box in the agent's profile
- D. Requesting Chat from File > Options > View Options
- E. Clicking Request Chat on the Live Media bar
Correct Answer: B,E 🗳️
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 the Interface Access checkbox selected.
- C. The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.
- D. The profile to which the agent is assigned does not have the incident workspace assigned.
- E. The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
Correct Answer: B 🗳️
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