最新的Oracle Service Cloud Cross-Channel Contact Center認證 1Z0-1038-20考試題庫

問題1

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

A. A bulk operation performs the same operation on multiple objects, whereas a batch operation performs multiple operations.

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 a single operation, whereas a batch operation performs a single operation on a single object.

正確答案: A

問題2

Which two events can trigger Custom Process Models?

A. Create

B. Update

C. Refresh

D. Load

E. OnSaveComplete

正確答案: A,B

問題3

Which three features can be configured in advanced routing?

A. Queue limit

B. Skill relaxation

C. Queue prioritization

D. Skill time

E. Queue segregation

F. Queue overflow

正確答案: B,C,F

問題4

A client requires you to set up chat and email as unlimited for an SLA. What must you do?

A. Use the default values.

B. Enter zero as the initial value for both fields.

C. Enter the value "Unlimited" in the chat and email fields.

D. Leave both the chat and email fields limit as blank.

正確答案: B

問題5

Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?

A. If a contact record exists, loading details from the contact found in the incident workspace

B. Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier

C. Capturing all incident-associated CO data from customers

D. Allowing an agent to switch between workspaces by clicking the "Select Workspace" button

E. If a contact record does not exist, creating a contact record as captured by an agent from customers

正確答案: A,C,E

問題6

Which three statements are true about Service Level Agreements?

A. They enable you to restrict the number of incidents raised by end users through various channels.

B. They enable you to set the reports that are visible to an agent.

C. They enable you to restrict what agents can view as part of navigation on the console.

D. They enable you to set a timeline for an agent to respond to an incident.

E. They enable you to specify the duration for which an incident can be kept in waiting status.

F. They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.

正確答案: D,E,F

問題7

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. Submit an incident to customer care.

B. Run a message base report and search for the text string you want to change.

C. Look for the message in the receipt email body.

D. Identify the customer portal page that includes the text you want to change and identify the message base from within the code.

正確答案: C,D

問題8

Which two components can be edited in a standard report?

A. Non-selectable filters

B. Report headings

C. Schedules

D. Graphs

E. Column headings

F. Permissions

正確答案: C,F

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