Oracle Service Center 2019 Implementation Essentials (1Z0-1038) Practice Exam
Oracle Service Center 2019 Implementation Essentials (1Z0-1038)
About Oracle Service Center 2019 Implementation Essentials (1Z0-1038)
Oracle Service Center 2019 Implementation Essentials (1Z0-1038) demonstrates the candidate's knowledge required to create queues and assignments, implement automation and customization, set up process between Customers and Agents and manage Reports. Candidates who earn this certification will be able to integrate the Cross-Channel Contact Center and configure add-ins.
Course Structure
The Oracle Service Center 2019 Implementation Essentials (1Z0-1038) exam covers the following topics -
1. Service Cloud Products and Services
• Explain Service Cloud products and services
• Describe Service Level Agreements
• Create queues, assignments, and standard application menus
2. Service Cloud User Interface and Processes
• Describe message bases
• Implement user Interface modifications and automation (workspaces)
• Implement workflow
3. Reports
• Describe Oracle Service Cloud Analytics
• Customize reports
• Share reports
4. Service Console Core Features and Access
• Perform an initial setup and set up an Agent Desktop
• Describe Core Business Objects
• Set Up Navigation, Permissions and User Accounts
• Explain configuration settings
5. Processes between Customers and Agents
• Describe agent assistance
• Describe standard text and variables
• Create message templates
• Describe mail and mailboxes
• Generate outreach and feedback
• Create business rules
• Configure chat and cobrowse
• Configure advanced routing
• Configure Guided Assistants
• Work with International data
• Configure Products, Categories and Dispositions
• Configure Service Level agreements
6. Service Cloud Service Console Extensions
• Configure add-ins
Exam Pattern
- Exam Name: Oracle Service Center 2019 Implementation Essentials
- Exam Code: 1Z0-1038
- Number of Questions: 65
- Length of Time: 120 minutes
- Exam Fee: $245 USD
- Exam Language: English
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