Oracle Service Center 2022 Implementation Professional

QUESTION NO: 1
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 report of survey responses. C. Create a new queue for unhappy customers. D. Create a transactional survey. E. Assign a score to the survey questions and set the status field based on the value F. Schedule a survey to run on a daily basis.

Correct Answer: A,B,C

QUESTION NO: 2
A customer is using standard reports within the analytics module. Which two can be edited in a standard report?

A. graphs B. report headings C. schedules D. non-selectable filters E. permissions F. column headings

Correct Answer: B,C

QUESTION NO: 3
How frequently does Oracle release a new version of a product?

A. Once in six months B. Once in three months C. Every month D. Once in four months

Correct Answer: B

QUESTION NO: 4
Which three statements are true about navigation sets?

A. Using navigation sets, you can define what quick links can be seen when navigating File > Link. B. Using navigation sets, you can configure which quick search reports can be seen. C. The same navigation set can be set for different interfaces. D. Using navigation sets, you can configure whether to show the Home navigation pane or not. E. Using navigation sets, you can configure whether to show the Recent Items navigation pane or not. F. Using navigation sets, you can define what new objects can be created by using the File menu.

Correct Answer: B,C,D

QUESTION NO: 5
You want your system to offer a chat invitation to any customer who spends at least two minutes on a specific web page.
What should you use?

A. syndicate chat widget B. proactive chat widget C. configuration settings D. business rules

Correct Answer: A

QUESTION NO: 6
Which three requirements can be implemented by using workspace rules?

A. Prompting a customer care executive to dynamically open a guide B. Triggering escalation mails to the manager after the escalation time is over C. Calling an add-in D. Dynamically setting the URL for browser control E. Calling a CPM script

Correct Answer: A,C,D

QUESTION NO: 7
A customer has made some modifications to navigation sets, but agents are not able to see the changes in the console. Which action must you take to ensure the changes reflect in the agent login?

A. Ask the agent to log in to the application again. B. Select the Reset Navigation Set to Profile Default option. C. Remove the existing navigation sets and reassign them. D. Check the agent profile for whether the appropriate navigation

Correct Answer: B

QUESTION NO: 8
Your customer has designed a guide to explain in detail to end users how to apply for a career guidance program. The customer wants this guide to be placed on the Customer Portal pages and a survey to be opened when an option in this guide is selected.
Which survey type would you use?

A. Polling survey B. Transactional survey in rules C. Website link survey D. Broadcast survey

Correct Answer: C

QUESTION NO: 9
Which is a sample object query?

A. SELECT ID FROM Contact WHERE Contact-Name.First like 'Chris' AND Contact.Address.City='Bozeman'; B. SELECT 0.Contacts FROM Organization O WHERE O-ID = 1; C. SELECT Incident.ReferenceNumber, Incident.PrimaryContact-Contact.* FROM Incident; D. SELECT C.Name.First FROM Contact C WHERE C.Name.First like ,C%';

Correct Answer: A

QUESTION NO: 10
How can you set a preference that is local to your machine?

A. By selecting File > Settings B. By selecting File > Options C. By selecting Navigation pane > Configuration > Staff Management > Profiles D. By selecting File > Configuration

Correct Answer: B

Oracle Service Center 2022 Implementation Professional - 1z0-1038-22 Exam Questions