Free Oracle 1Z0-1038 Exam Dumps Questions & Answers


Exam Code/Number:	1Z0-1038Join the discussion
Exam Name:	Oracle Cross-Channel Contact Center Cloud 2019 Implementation Essentials
Certification:	Oracle
Free Question Number:	72
Publish Date:	Aug 20, 2026
# of views:	2772
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Total 72 questions

Question 1

An agent is assigned a profile PI that is configured with three incident queues: q1, q2, and q3, and the pull policy is set to Manual. Which statement is true?

A.Agents can use the Fill Inbox functionality to select any of the three queues.
B.Agents will get incidents only from the ql queue.
C.Agents cannot use the Fill Inbox functionality because the pull policy is manual.
D.Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.

Question 2

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 the Incident Read option selected on the Permissions > Services tab.
B.The profile to which the agent is assigned does not have a navigation set assigned.
C.The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
D.The profile to which the agent is assigned does not have the Interface Access check box selected.
E.The profile to which the agent is assigned does not have the incident workspace assigned.

Question 3

For which three reasons should you recommend using workflows?

A.They help customers find relevant knowledge answers.
B.They can sort incidents raised by a contact.
C.They promote efficiency.
D.They reduce human error.
E.They guide agents through complex customer interactions and data updates.

Question 4

Which two REST API calls can be used to retrieve account information with ID 3?

A.https://yoursite.domain/services/rest/connect /v1.3/accounts_ID/3
B.https://yoursite.domain/services/rest/connect /latest/accounts/ID/3
C.https://yoursite.domain/services/rest/connect /v1.3/accounts/3
D.https://yoursite.domain/services/rest/connect /v1.3/accounts/ID/3
E.https://yoursite.domain/services/rest/connect /latest/accounts_ID/3
F.https://yoursite.domain/services/rest/connect /latest/accounts/3

Question 5

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.Clicking Request Chat on the Live Media bar
C.Deselecting the Pull Chat check box in the agent's profile
D.Requesting Chat from File > Options > View Options
E.Fixing the chat workspace