1Z0-1038-20 Braindumps Real Exam Updated on Jan 16, 2022 with 73 Questions
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NEW QUESTION 34
Your customer wants an incident survey to be reopened automatically if it does not meet the minimum score.
Which three actions should you perform to meet this requirement?
- A. Create a report for the survey scores.
- B. Assign scores to the survey questions and set the status field based on the responses.
- C. Create a transactional survey.
- D. Write a business rule to reopen the case.
- E. Schedule the survey on a daily basis.
- F. Create a polling survey.
Answer: B,C,D
NEW QUESTION 35
Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.
- A. The agents are not able to get to the pages where they can end the script.
- B. No return events are listed in the incident workflow for the script to use.
- C. The script beginning and ending buttons are not enabled for the script pages.
- D. No exit or finished event is being triggered on the script pages.
Answer: B,D
NEW QUESTION 36
Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?
- A. Select the Pull Chat check box in the chat profile.
- B. Enable the engagement engine.
- C. Select the corresponding pull policy.
- D. Select the Chat check box that is associated with an agent's staff account.
- E. Configure advanced routing.
Answer: A,C
NEW QUESTION 37
What are three required sections for Custom Process Models?
- A. Footer
- B. Code containing integration with external systems
- C. Code containing custom business logic
- D. Header
- E. Test script
- F. Test harness
Answer: C,D,F
NEW QUESTION 38
Which two statements are true about the Organization object in Service Cloud?
- A. It can be associated with incidents directly.
- B. It has a one-to-many relation with contacts.
- C. It has a one-to-one relation with contacts.
- D. It is widely used in Business-to-Business scenarios.
- E. It is required to create an incident.
Answer: B,D
NEW QUESTION 39
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. Look for the message in the receipt email body.
- B. Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
- C. Run a message base report and search for the text string you want to change.
- D. Submit an incident to customer care.
Answer: A,B
NEW QUESTION 40
You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?
- A. Update custom fields with the changed address and phone numbers.
- B. Create custom fields for the address and phone numbers.
- C. Update the standard text with the changed address and phone numbers.
- D. Create the standard text with the current address and phone numbers.
- E. Create variables with the current address and phone numbers.
- F. Update variables with the changed address and phone numbers.
Answer: C,D
NEW QUESTION 41
Which two are non-CRUD operations?
- A. ResetContactPasswordResponseMsg = Binding.ResetContactPassword(ID ContactID);
- B. UpdateResponseMsg = Binding.Update(RNObject[] Objects, UpdateProcessingOptions ProcessingOptions);
- C. CSVTableSet = Binding.QueryCSV(string Query, int PageSize, string Delimiter, bool
- D. CSVTableSet results = RunAnalyticsReport(AnalyticsReport ReportObject, int Limit, int Start, string Delimiter, bool ReturnRawResult, bool DisableMTOM, out byte[] FileData);
- E. RNObject[] = Binding.Create(RNObject[] Objects, CreateProcessingOptions Options);
- F. ReturnRawResult, bool DisableMTOM, out byte[] FileData);
RNObject[] rnObjects = _client.Get(clientlnfoHeader, objects, options);
Answer: C,D
NEW QUESTION 42
Which five practices deliver maximum reporting performance?
- A. Using fixed filters whenever possible
- B. Using index custom fields as filters
- C. Using the complex expression operator instead of the like operator
- D. Filtering on standard fields that are indexed
- E. Filtering on expressions and not on simple columns
- F. Using the like operator instead of the complex expression operator
- G. Providing default values for runtime filters
- H. Providing values for runtime filters
- I. Filtering on simple columns and not on expressions
- J. Using outer joins rather than inner joins when possible
- K. Configuring many-to-many joins
Answer: A,D,H,I,J
NEW QUESTION 43
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 contains a punctuation.
- B. The column name contains an underscore.
- C. The column name contains a space.
- D. The column name contains a dollar symbol.
- E. The column name starts with a lowercase alphabet.
- F. The column name starts with a number.
Answer: C,D,F
NEW QUESTION 44
Which three functions are not part of the math group of functions?
- A. to_number
- B. round
- C. rand
- D. bitand
- E. length
- F. lower
- G. ceiling
- H. truncate
- I. floor
- J. power
Answer: A,E,F
NEW QUESTION 45
Which three features can be configured in advanced routing?
- A. Skill time
- B. Queue segregation
- C. Skill relaxation
- D. Queue overflow
- E. Queue limit
- F. Queue prioritization
Answer: C,D,F
NEW QUESTION 46
Which statement is true about the JavaScript API?
- A. It cannot be used in Custom Object workspaces.
- B. It comes with in-built exception handling.
- C. It Is available as JavaScript objects and can be exposed through browser controls in a workspace.
- D. It is available when you use the Connect Common Object Model CCOM for API operations.
Answer: C
NEW QUESTION 47
Which three events are available with the JavaScript API?
- A. enclose ()
- B. aftersave()
- C. ondataupdated()
- D. onrefresh()
- E. onsaveclose ()
- F. onbeforesave ()
Answer: A,C,F
NEW QUESTION 48
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. Deselecting the Pull Chat check box in the agent's profile
- B. Fixing the chat workspace
- C. Requesting Chat from File > Options > View Options
- D. Clicking Request Chat on the Live Media bar
- E. Configuring advanced routing
Answer: B,D
NEW QUESTION 49
When an incident is opened, your customer wants to have different workspaces opened based on the products selected in the "Ask a Question" form on the Customer Portal pages.
Which three elements are necessary to design the workflow?
- A. Workspace
- B. Set Fields
- C. Load
- D. Decision
- E. Return
- F. Entry Point
Answer: A,D,F
NEW QUESTION 50
Which two statements are true about a disposition?
- A. It can be linked to products.
- B. It can be set to a maximum depth of three in hierarchy levels.
- C. It can be linked to categories.
- D. It can be made visible on the Customer Portal.
- E. It helps to identify the root cause of an incident.
Answer: A,E
NEW QUESTION 51
You have a requirement for an incident workspace where clicking a kind of text hyperlink should open a browser window by using the third-party URL of the loaded client. You want to implement this by using add-ins.
Which add-in should you create?
- A. Workspace
- B. Content Pane
- C. Report Command
- D. Workspace Ribbon
- E. Global Ribbon
Answer: A
NEW QUESTION 52
How many rows can be returned by a tabular query?
- A. 0
- B. 1
- C. 2
- D. 3
- E. Unlimited
Answer: C
NEW QUESTION 53
Which three statements are true about add-ins?
- A. They are the visual areas of Oracle Service Cloud Agent Desktop.
- B. They always run locally to access local data.
- C. They are written in the C# .NET programming language with the templates provided by Oracle Service Cloud.
- D. They can be designed to create visual components and not perform any integrations.
- E. They always run locally on the machines on which the desktop application runs.
- F. They can be added to the Custom Portal area of Oracle Service Cloud.
Answer: A,C,E
NEW QUESTION 54
Examine these functions:
f1- apply() f2 - setup(), f3 - validate(), f4 - cleanup(), f5- fetchObject() What is the correct sequence of execution of these functions during custom processes testing?
- A. f2, f5, f3, f1, f4
- B. f1, f2, f4, f3, f5
- C. f2, f5, f1, f3, f4
- D. f1, f2, f5, f3, f4
- E. f5, f2, f3, f4, f1
Answer: A
NEW QUESTION 55
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 need to 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.
Answer: C
NEW QUESTION 56
You make some changes to a message template.
Which statement is true about applying this change across multiple interfaces?
- A. You need to re-create the message template across the multiple interfaces.
- B. You need to copy and paste the source code across the multiple interfaces.
- C. The change is reflected across all interfaces by default.
- D. You need to use the export and import option.
Answer: B
NEW QUESTION 57
Which three requirements can be implemented by using workspace rules?
- A. Triggering escalation mails to the manager after the escalation time is over
- B. Calling an add-in
- C. Prompting a customer care executive to dynamically open a guide
- D. Calling a CPM script
- E. Dynamically setting the URL for browser control
Answer: B,C,E
NEW QUESTION 58
For which three reasons should you recommend using workflows?
- A. They help customers find relevant knowledge answers.
- B. They promote efficiency.
- C. They guide agents through complex customer interactions and data updates.
- D. They can sort incidents raised by a contact.
- E. They reduce human error.
Answer: B,C,E
NEW QUESTION 59
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