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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