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Last Updated: Sep 15, 2026

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Oracle 1Z0-1038-21 Exam Syllabus Topics:

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

                      Oracle Service Center 2021 Implementation Essentials Sample Questions:

                      Question #1

                      What must you set to enable the email channel?

                      • A. EGW_AUTO_CONT_CREATE
                      • B. EGW_SECURE_UPDATE_ENABLED
                      • C. EGW_SAVE_EMAIL_HEADERS
                      • D. EGW_ENABLED
                      • E. EGW_UPDATE_BY_CREATE
                      Reveal Solution  Discussion  0

                      Correct Answer: D  🗳️

                      Question #2

                      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. Remove the existing navigation sets and reassign them.
                      • B. Ask the agent to log in to the application again.
                      • C. Check the agent profile for whether the appropriate navigation
                      • D. Select the Reset Navigation Set to Profile Default option.
                      Reveal Solution  Discussion  0

                      Correct Answer: D  🗳️

                      Question #3

                      Which two statementsare true about the Organization object in Service Cloud?

                      • A. It has a one-to-many relation with contacts.
                      • B. It is widely used in Business-to-Business scenarios.
                      • C. It is required to create an incident.
                      • D. It has a one-to-one relation with contacts.
                      • E. It can be associated with incidents directly.
                      Reveal Solution  Discussion  0

                      Correct Answer: A,B  🗳️

                      Question #4

                      Which three options are not supported in a Browser User Interface workspace?

                      • A. The mixing of HTTP and HTTPS is not supported because i is a security violation.
                      • B. Theauthorization of Knowledge Foundation (Answer Workspace) in the Browser User Interface workspace is not supported.
                      • C. Any site which does not want to be embedded insidean iframe will not be rendered.
                      • D. Any site trying to navigate to a top-level page will not be rendered.
                      • E. The ability to view the visitor browser history in the Agent Browser User Interface is not supported.
                      Reveal Solution  Discussion  0

                      Correct Answer: A,C,E  🗳️

                      Explanation: Only visible for Test4Sure members. You can sign-up / login (it's free).

                      Question #5

                      Which three functions are not part of the math group of functions?

                      • A. bitand
                      • B. round
                      • C. ceiling
                      • D. power
                      • E. to_number
                      • F. lower
                      • G. rand
                      • H. truncate
                      • I. floor
                      • J. length
                      Reveal Solution  Discussion  0

                      Correct Answer: E,F,J  🗳️

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