Oracle Service Center 2021 Implementation Essentials 認定 1Z0-1038-21 試験問題:

1. When a new customer submits an incident via email, they get a message with a user ID and password, similar to the content below:
An account has been created for you with the following User ID and Password:
User ID: [email protected]
Password: o2UdlJ8d
An agent wants to disable the message being sent when a customer submits an incident via email.
Which option must be enabled to achieve this?

A) EGW_PASSWORD_UPDATE_ENABLED
B) EGW_SEND_EMAIL_HEADERS
C) EGM_ENABLED
D) EGW_PASSWD_CREATE
E) EGW_UPDATE_BY_CREATE

2. 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 variables with the changed address and phone numbers.
B) Update the standard text with the changed address and phone numbers.
C) Update customfields with the changed address and phone numbers.
D) Create the standard text with the current address and phone numbers.
E) Create custom fields for the address and phone numbers.
F) Create variables with the current address and phone numbers.

3. What must you set to enable the email channel?

A) EGW_ENABLED
B) EGW_UPDATE_BY_CREATE
C) EGW_SAVE_EMAIL_HEADERS
D) EGW_AUTO_CONT_CREATE
E) EGW_SECURE_UPDATE_ENABLED

4. You are working oncomplete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?

A) Guided assistance
B) Intent guide
C) Agent scripts
D) Custom process model
E) Business rules

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

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