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Oracle 1Z0-1038-21 Exam Syllabus Topics:

Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. 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) The SLA reports will need to be modified to use the new SLA.
C) You have not activated the rules so the updated SLAs are not being applied.
D) Updating the SLA will not automatically update the organization's SLA instance.

2. You have a requirement to purge Incidents where the Incidents have not been updated in the last 30days using Data Lifecycle Management. What are the two steps you should do to define a report containing criteria used to purge the records?

A) Add default values to runtime filters if used in the report
B) Do not set the deferred execution option
C) Use a drilldown level to filter the top level
D) Remove Primary keys from all tables used in the report
E) Set the option to allow switching of data
F) Use runtime filters in preference to fixed filters

3. A customer has defined Service Intervals at the interface level (Response Requirements) as Monday to Friday (10-17 hours) and at the SLA LI level as Monday to Saturday (10-18 hours) with a response time of 6 hours.
An incident arrives on Friday at 7 PM and is applied to the SLA LI instance.
What is the response due time?

A) Tuesday 11 AM
B) Saturday 6 PM
C) Monday 10 AM
D) Saturday 4 PM

4. Which statement correctly differentiates between a bulk operation and a batch operation?

A) A bulk operation performs a single operation, whereas a batch operation performs a single operation on a single object.
B) A bulk operation performs multiple operations on the same object, whereas a batch operation perform the same operation on multiple objects.
C) A bulk operation performs the same operation on a single object, whereas a batch operation performs multiple operations on multiple objects.
D) A bulk operation performs the same operation on multiple objects, whereas a batch operation performs multiple operations.

5. When an incident is opened, your customerwants 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) Entry Point
B) Decision
C) Return
D) Load
E) Set Fields
F) Workspace

Solutions: