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Oracle 1Z0-1038-20 Exam Overview:
| Certification Vendor: | Oracle |
|---|---|
| Exam Name: | Oracle Service Center 2020 Implementation Essentials |
| Exam Number: | 1Z0-1038-20 |
| Passing Score: | 68% |
| Exam Duration: | 120 minutes |
| Available Languages: | English |
| Real Exam Qty: | 60 |
| Certificate Validity Period: | Oracle certification policy applies |
| Related Certifications: | Oracle Service Center 2020 Certified Implementation Specialist |
| Exam Price: | USD 245 |
| Exam Format: | Multiple Choice |
| Sample Questions: |  |
| Exam Way: | Online proctored exam or test center delivery through Oracle Certification Program. |
| Pre Condition: | No mandatory prerequisite exam required. Oracle recommends hands-on experience with Oracle B2C Service / Oracle Service Center implementations. |
| Official Syllabus URL: | https://education.oracle.com/oracle-service-center-2020-implementation-essentials/pexam_1Z0-1038-20 |
Oracle 1Z0-1038-20 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Configuration and Administration | 20% | - Workspace and User Interface Configuration
|
| Testing and Deployment | 10% | - Implementation Lifecycle
|
| Customer and Agent Interaction Management | 15% | - Communication Channels
|
| Business Rules and Automation | 20% | - Process Automation
|
| Reporting and Analytics | 10% | - Report Design and Management
|
| Oracle Service Center Overview | 10% | - Oracle B2C Service Architecture
|
| Queues and Assignments | 15% | - Work Distribution
|
1Z0-1038-20 Exam Questions Answered: Oracle Candidates' FAQ
Oracle Service Center 2020 Implementation Essentials is an official exam run by Oracle under exam code 1Z0-1038-20. Passing it awards the Oracle Service Cloud Cross-Channel Contact Center certification, which sits at the Implementation Essentials tier. It also counts toward related credentials such as Oracle Service Center 2020 Certified Implementation Specialist. Certified professionals remain in shorter supply than the market wants, which is precisely why this exam keeps showing up in conversations about better roles and better pay.
The Oracle Service Center 2020 Implementation Essentials exam gives you 120 minutes to work through 60 questions. That is a tight ratio, and it punishes candidates who get emotionally attached to any single item. The fix is mechanical: answer what you know, flag what you do not, and keep moving. A few full-length timed runs in the Actual4Exams test engine, with its randomized question order, will calibrate your pace far better than untimed reading ever could.
The official fee for Oracle Service Center 2020 Implementation Essentials is USD 245, and 68% is what passing takes. The uncomfortable part: retakes cost the full USD 245 again, which makes preparation the cheapest line item in this whole project. Before booking, put yourself through repeated scored sessions with the Actual4Exams practice tests and compare results over time; a stable margin above the passing line, not a single lucky run, is when you are ready.
No mandatory prerequisite exam required. Oracle recommends hands-on experience with Oracle B2C Service / Oracle Service Center implementations.
Vendor rules do get revised, so treat this as your starting point and confirm the current eligibility details before booking via the official exam page.
It is. Actual4Exams publishes a free PDF demo of the Oracle Service Center 2020 Implementation Essentials material, so the product can prove itself before you pay. Your purchase then comes with 365 days of free updates, and once that period ends, extending the update service costs 50% of the regular price. The test engine software itself is verified malware-free and safe to install.
Actual4Exams stands behind the product with a 100% money-back guarantee under defined conditions. If you take the Oracle Service Center 2020 Implementation Essentials exam within 60 days of purchase and fail, you qualify for a full refund, provided the exam corresponds to your product. Sitting the exam within 3 days of purchase does not qualify, and neither do unused downloads, free materials, or expired orders; the candidate name must match the payer name. Submit a scanned enrollment slip and the official Score Report PDF within 2 days of the exam, and claims are resolved within 7 days. You may also choose an exchange instead of a refund: two other exam products of equal value, free, with the update service on your original purchase retained.
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Oracle Service Center 2020 Implementation Essentials breaks down into 7 official domains, led by Customer and Agent Interaction Management (15%), Queues and Assignments (15%), and Configuration and Administration (20%). You will find the full topic-by-topic outline above on this page; use the weightings to budget your study hours where they pay back the most.
Oracle Service Center 2020 Implementation Essentials Sample Questions:
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. Schedule the survey on a daily basis.
- D. Assign scores to the survey questions and set the status field based on the responses.
- E. Write a business rule to reopen the case.
- F. Create a transactional survey.
Correct Answer: D,E,F 🗳️
You want to ensure that some specific content in messages can be hidden for seme messages. What would you use to meet this requirement?
- A. Merge fields
- B. Custom fields
- C. Conditional fields
- D. Incident thread fields
Correct Answer: C 🗳️
Which statement correctly differentiates between a bulk operation and a batch operation?
- A. A bulk operation performs a single operation, whereas a batch operation performs a single operation on a single object.
- B. A bulk operation performs multiple operations on the same object, whereas a batch operation perform the same operation on multiple objects.
- C. A bulk operation performs the same operation on a single object, whereas a batch operation performs multiple operations on multiple objects.
- D. A bulk operation performs the same operation on multiple objects, whereas a batch operation performs multiple operations.
Correct Answer: D 🗳️
Which four view modes are available in the Report Editor?
- A. Design View
- B. Data Set View
- C. Report View
- D. Graphical View
- E. Database View
- F. Layout View
Correct Answer: A,B,C,F 🗳️
The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which statement is true?
- A. Because the system default is 15 minutes, it cannot be changed.
- B. You can change the default value to 60 minutes by using Site Configuration > Session Timeout.
- C. You can change the default value to 60 minutes by using File > Options > Session Expiration.
- D. You can change the default value to 60 minutes by amending the Site Configuration > Configuration Settings value.
Correct Answer: D 🗳️
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