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最新的 Oracle Service Cloud Cross-Channel Contact Center 1Z0-1038-21 免費考試真題:

1. A customer is unable to see a record in the audit log after running a report. What could be the reason for this?

A) the Purge settings in the database
B) the permissions of the report
C) the Filters settings of the report
D) the Expanded Report Audit Log from the Reports Explorer

2. 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) EGW_PASSWD_CREATE
B) EGM_ENABLED
C) EGW_SEND_EMAIL_HEADERS
D) EGW_UPDATE_BY_CREATE
E) EGW_PASSWORD_UPDATE_ENABLED

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) Create a report for the survey scores.
B) Create a polling survey.
C) Create a transactional survey.
D) Schedule the survey on a daily basis.
E) Assign scores to the survey questions and set the status field based on the responses.
F) Write a business rule to reopen the case.

4. In a contact center setup, there are certain custom objects, such as Asset Repair records, that the contact center agents should be able to update only when the supervisor creates a record for them. The contact center agents should not beallowed to perform creation and deletion operations.
How can this be done?

A) by creating the Contact CenterAgents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions
B) by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object
C) by configuring settings at the time of creation of the custom object
D) by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object

5. Which two statements are true about linking products, categories, and dispositions?

A) Links can be created only between the parent levels of products, categories, and dispositions.
B) Product-category linking is independent of product-disposition linking.
C) A leaf product's links are inherited from its parent product.
D) Product-category linkingrestricts customers from searching on the Customer Portal.
E) Links can be automatically created to categories and dispositions based on answers an incidents.

問題與答案：