Exam Name: Oracle Service Center 2020 Implementation Essentials
Certification Provider: Oracle
Corresponding Certification: Oracle Service Cloud Cross-Channel Contact Center
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Oracle 1Z0-1038-20 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: B2C Service Products and Services | - Service Console Core Features and Setup
|
| Topic 2: Service Console Extensions | - Add-ins and extensions
|
| Topic 3: Customer and Agent Processes | - Business rules and automation
|
| Topic 4: User Interface and Administration | - UI and system administration
|
Common Questions About the Oracle Service Center 2020 Implementation Essentials
The Oracle Service Center 2020 Implementation Essentials exam is the official Oracle assessment behind the Oracle Service Center 2020 Implementation Essentials credential, which sits at the Professional level. Passing it confirms that your skills meet the vendor's current requirements rather than a textbook outline. It also connects with related certifications such as Oracle Cross-Channel Contact Center Cloud Certification, so it can anchor a broader certification path.
According to the official exam information, the Oracle Service Center 2020 Implementation Essentials exam includes 58 questions and gives you 85 minutes to complete them. Treat that as a pacing exercise, not just a knowledge check: bank the questions you know first, flag the ones that stall you, and circle back instead of burning minutes on a single item. Before test day, run at least one full timed session in the TestKingFree desktop or online test engine, so the clock never feels unfamiliar when it counts.
To pass the Oracle Service Center 2020 Implementation Essentials exam you need 62%, and the official registration fee is $245 USD. Keep one thing in mind: a failed attempt is not discounted, so retaking the exam means paying $245 USD again in full. A practical safeguard is to sit a complete TestKingFree practice test a week or two before your exam date; if your timed scores are not sitting comfortably above the passing mark, consider pushing your booking back and drilling the weak domains first.
The official prerequisites for the Oracle Service Center 2020 Implementation Essentials exam are as follows: Recommended: familiarity with Oracle Service Cloud / CX Service concepts and implementation experience. Requirements can change over time, so confirm the details on the official Oracle exam page at https://education.oracle.com/oracle-service-center-2020-implementation-essentials/pexam_1Z0-1038-20 before you book your seat.
You can register through the official channels listed below:
Exam delivery: Online proctored or test center (Oracle Certification delivery dependent).
Oracle points candidates toward the following official training options:
Official training builds the theory; the 73 practice questions from TestKingFree show you how that theory appears in exam-style items, which is where most study plans actually pay off.
Yes. A free PDF demo of the Oracle Service Center 2020 Implementation Essentials practice questions is available on the TestKingFree samples page, so you can check the question style and difficulty before spending anything. Every purchase also includes 365 days of free updates, and if your product expires after that period, you can extend the update service from your member zone at 50% off.
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The Oracle Service Center 2020 Implementation Essentials syllabus is organized into 4 domains. The leading areas include User Interface and Administration, Service Console Extensions, and Customer and Agent Processes. For the complete, topic-by-topic breakdown, scroll up to the Exam Topics section above.
Oracle Service Center 2020 Implementation Essentials Sample Questions:
When a new customer submits an incident via email, they get a message with a user ID and password, similar to the content below:
An account has been created for you with the following User ID and Password:
User ID: [email protected]
Password: o2UdlJ8d
An agent wants to disable the message being sent when a customer submits an incident via email.
Which option must be enabled to achieve this?
- A. EGM_ENABLED
- B. EGW_PASSWORD_UPDATE_ENABLED
- C. EGW_SEND_EMAIL_HEADERS
- D. EGW_UPDATE_BY_CREATE
- E. EGW_PASSWD_CREATE
Correct Answer: B 🗳️
A customer is trying to use Element Manager to import and add-ins and receives this error:
"This package cannot be processed."
What is the reason for this error?
- A. Check if the exported file was generated by a product version that is older than the existing product version.
- B. Element Manager does not support the import and export of workspaces with custom workspace ribbon add-ins.
- C. The hash value during import doesn't match the hash declared at the end of the rile.
- D. The Browser User Interface (BUI) workspace is not using the standard workspace.
Correct Answer: D 🗳️
Which five practices deliver maximum reporting performance?
- A. Using index custom fields as filters
- B. Using outer joins rather than inner joins when possible
- C. Using fixed filters whenever possible
- D. Using the like operator instead of the complex expression operator
- E. Using the complex expression operator instead of the like operator
- F. Configuring many-to-many joins
- G. Filtering on standard fields that are indexed
- H. Providing default values for runtime filters
- I. Providing values for runtime filters
- J. Filtering on expressions and not on simple columns
- K. Filtering on simple columns and not on expressions
Correct Answer: B,C,G,I,K 🗳️
You are working on complete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?
- A. Custom process model
- B. Intent guide
- C. Business rules
- D. Agent scripts
- E. Guided assistance
Correct Answer: A,C 🗳️
A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?
- A. The profile to which the agent is assigned does not have the Interface Access check box selected.
- B. The profile to which the agent is assigned does not have the incident workspace assigned.
- C. The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
- D. The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.
- E. The profile to which the agent is assigned does not have a navigation set assigned.
Correct Answer: A 🗳️
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