Oracle 1Z0-1038-21 Exam Questions : Oracle Service Center 2021 Implementation Essentials

  • Exam Code: 1Z0-1038-21
  • Exam Name: Oracle Service Center 2021 Implementation Essentials
  • Updated: Sep 30, 2026
  • Q&As: 95 Questions and Answers

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Oracle 1Z0-1038-21 Exam Syllabus Topics:

SectionObjectives
Topic 1: Reporting and Analytics- Reports and Dashboards
  • 1. Performance reporting optimization
    • 2. Standard report configuration
      Topic 2: Business Process Automation- Workflows and Business Rules
      • 1. Workflow design principles
        • 2. Incident automation and routing
          Topic 3: SLAs and Service Management- Service Level Agreements
          • 1. SLA configuration and response times
            • 2. Service intervals and escalation logic
              Topic 4: Service Center Configuration- User Interface and Workspace Setup
              • 1. Workspace configuration and customization
                • 2. Browser UI limitations and capabilities
                  Topic 5: Guided Assistance and Automation Tools- Guided Assistance Configuration
                  • 1. Knowledge and answer integration
                    • 2. Guided workflows and scripts

                      Oracle Service Center 2021 Implementation Essentials Sample Questions:

                      Question #1

                      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. Workspace Ribbon
                      • C. Content Pane
                      • D. Global Ribbon
                      • E. Report Command
                      Reveal Solution  Discussion  0

                      Correct Answer: A  🗳️

                      Question #2

                      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. Schedule the survey on a daily basis.
                      • B. Create a polling survey.
                      • C. Create a report for the survey scores.
                      • D. Assign scores to the survey questions and set the status field based on the responses.
                      • E. Write a business rule to reopen the case.
                      • F. Create a transactional survey.
                      Reveal Solution  Discussion  0

                      Correct Answer: D,E,F  🗳️

                      Question #3

                      A customer is trying to import a report when the following error occurs:
                      "The selected Report Definition File is not a valid file exported by the Report Designer Export function, or the exported file has been modified." Which two options will resolve this error?

                      • A. Check if the exported file was generated by a product version that is older than the existing product version.
                      • B. Check the customized regional and language settings of your workstation or personal computer.
                      • C. Reduce the picture scale of the report.
                      • D. Update the hash value to match the hash declared at the end of the file.
                      Reveal Solution  Discussion  0

                      Correct Answer: A,B  🗳️

                      Question #4

                      Which statement is true about the JavaScript API?

                      • A. It comes with in-built exception handling.
                      • B. It Is available as JavaScript objectsand can be exposed through browser controls in a workspace.
                      • C. It cannot be used in Custom Object workspaces.
                      • D. It is available when you use the Connect Common Object Model CCOM for API operations.
                      Reveal Solution  Discussion  0

                      Correct Answer: B  🗳️

                      Question #5

                      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 starts with a lowercase alphabet.
                      • B. The column name contains a space.
                      • C. The column name contains a punctuation.
                      • D. Thecolumn name contains a dollar symbol.
                      • E. The column name starts with a number.
                      • F. The column name contains an underscore.
                      Reveal Solution  Discussion  0

                      Correct Answer: B,D,E  🗳️

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