Oracle Service Center 2020 Implementation Essentials (1Z0-1038-20) Practice Exam

Oracle Service Center 2020 Implementation Essentials (1Z0-1038-20) 


About Oracle Service Center 2020 Implementation Essentials (1Z0-1038-20) 

An Oracle Cross-Channel ​Contact Center Cloud 2020 ​Certified Implementation ​Specialist has demonstrated ​the knowledge required to ​create queues and ​assignments, implement ​automation and customization, ​set up process between ​Customers and Agents and ​manage Reports. Individuals ​who earn this certification ​are able to integrate ​the Cross-Channel Contact Center ​and configure add-ins. ​Up-to-date training and field ​experience are recommended.​


Exam Details

  • Exam Title: Oracle Service Center 2020 Implementation Essentials
  • Exam Number: 1Z0-1038-20
  • Exam Price: $245 USD
  • Format: Multiple Choice
  • Duration: 85 Minutes
  • Number of Questions: 58
  • Passing score: 62%
  • Validated Against: Exam has been validated against 20A


Course Outline

The Oracle Service Center 2020 Implementation Essentials (1Z0-1038-20) Exam covers the following topics -

1. B2C Service Products and Services

  • Service Console Core Features and Access
  • Perform an initial setup and set up the Service Console
  • Describe Core Business Objects
  • Set Up Navigation, Permissions and User Accounts
  • Explain configuration settings
  • Perform export/import with Element Manager

2. 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
  • Audit Fields
  • Create Enhanced Business Rules

3. B2C Service Service Console Extensions

  • Configure add-ins

4. B2C Service User Interface and Processes

  • Describe message bases
  • Implement user Interface modifications and automation (workspaces)
  • Implement workflow
  • Create workspaces for the Browser User Interface

5. Reports

  • Describe B2C Service Analytics
  • Customize reports
  • Share reports


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