Oracle 1Z0-1038 問題集

質問 1：
For which three reasons should you recommend using workflows?
A. They promote efficiency.
B. They guide agents through complex customer interactions and data updates.
C. They reduce human error.
D. They can sort incidents raised by a contact.
E. They help customers find relevant knowledge answers.
正解：A,B,C

質問 2：
Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.
A. No exit or finished event is being triggered on the script pages.
B. No return events are listed in the incident workflow for the script to use.
C. The script beginning and ending buttons are not enabled for the script pages.
D. The agents are not able to get to the pages where they can end the script.
正解：A,B

質問 3：
Your customer wants an incident survey to be reopened automatically if it does not meet the minimum score.
Which three actions should you perform to meet this requirement?
A. Write a business rule to reopen the case.
B. Schedule the survey on a daily basis.
C. Assign scores to the survey questions and set the status field based on the responses.
D. Create a polling survey.
E. Create a report for the survey scores.
F. Create a transactional survey.
正解：A,C,F

質問 4：
What would you use for repetitive text with a single point of maintenance for any changes to the text?
A. Variable
B. Custom field
C. Custom object field
D. Merge field
正解：A

質問 5：
Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?
A. Enable the engagement engine.
B. Configure advanced routing.
C. Select the corresponding pull policy.
D. Select the Pull Chat check box in the chat profile.
E. Select the Chat check box that is associated with an agent's staff account.
正解：C,D

質問 6：
Which two statements are true about a disposition?
A. It can be made visible on the Customer Portal.
B. It helps to identify the root cause of an incident.
C. It can be linked to products.
D. It can be linked to categories.
E. It can be set to a maximum depth of three in hierarchy levels.
正解：B,C

質問 7：
How can you enable add-ins to run locally without uploading it to the server?
A. Configuration > Site Configuration > Addin Manager > Required Profile > Interfaces > Select Developer Mode.
B. Configuration > Staff Management > Profiles > Required Profile > Select Developer Mode.
C. Configuration > Site Configuration > Addin Manager > Required Profile > Select Developer Mode.
D. Configuration > Staff Management > Profiles > Required Profile > Interfaces tab, Addin tab > Select Developer Mode.
正解：A