Free Oracle 1Z0-1038-21 Exam Dumps Questions & Answers

Which Oracle Service Cloud capability can assign chats based on language and product skills?

• A.Engagement engine
• B.Syndicated chat
• C.Advanced routing
• D.Business rules

A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for follow up:#120728-000001 A member of our support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it." Which two actions will allow you to identify the correct message base item if you did not know which message base you need to edit? (Choose two.)

• A.Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
• B.Look for the message in the receipt email body.
• C.Run a message base report and search for the text string you want to change.
• D.Submit an incident to customer care.

Which statement is true about the JavaScript API?

• A.It Is available as JavaScript objectsand can be exposed through browser controls in a workspace.
• B.It is available when you use the Connect Common Object Model CCOM for API operations.
• C.It cannot be used in Custom Object workspaces.
• D.It comes with in-built exception handling.

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 needto 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.

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.Set an incident business rule to send the survey
• B.Create a new queue for unhappy customers.
• C.Create a report of survey responses.
• D.Create a transactional survey.
• E.Schedule a survey to run on a daily basis.
• F.Assign a score to the survey questions and set the status field based on the value