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Updated: Sep 02, 2026
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Oracle 1Z0-1038-21 Exam Overview:
| Certification Vendor: | Oracle |
|---|---|
| Exam Name: | Oracle Service Center 2021 Implementation Essentials |
| Exam Number: | 1Z0-1038-21 |
| Exam Format: | Scenario-based Questions, Multiple Choice |
| Exam Price: | $245 USD (varies by region) |
| Available Languages: | English |
| Real Exam Qty: | 95 |
| Related Certifications: | Oracle Service Cloud Certifications Oracle CX Service Certifications |
| Exam Duration: | 120 minutes |
| Recommended Training: | Oracle University CX Service Training |
| Exam Registration: | Oracle Certification Registration |
| Sample Questions: | Oracle 1Z0-1038-21 Sample Questions |
| Exam Way: | Online proctored or test center-based exam via Oracle Testing Centers |
| Pre Condition: | No formal prerequisite required, but Oracle recommends experience with Oracle Service Cloud / CX Service implementation. |
| Official Syllabus URL: | https://education.oracle.com/ |
Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Guided Assistance and Automation Tools | - Guided Assistance Configuration
|
| Topic 2: Service Center Configuration | - User Interface and Workspace Setup
|
| Topic 3: SLAs and Service Management | - Service Level Agreements
|
| Topic 4: Business Process Automation | - Workflows and Business Rules
|
| Topic 5: Reporting and Analytics | - Reports and Dashboards
|
Oracle Service Center 2021 Implementation Essentials Sample Questions:
Question 1
Whichtwo statements are true about generic objects?
A. They belong to a stand-alone class that is not derived from an RN object.
B. They automatically consider apackage to consist of custom objects.
C. They require the type of data to be set dynamically.
D. They can be used with standard objects.
E. They are used when working with custom objects only.
Question 2
Which statement is true about the JavaScript API?
A. It comes with in-built exception handling.
B. It is available when you use the Connect Common Object Model CCOM for API operations.
C. It Is available as JavaScript objectsand can be exposed through browser controls in a workspace.
D. It cannot be used in Custom Object workspaces.
Question 3
Your customer has asked you to create a report that shows all the incident should show the following columns:
1. The number of incidents opened in the past month
2. The numberof incidents opened in the past week
3. The number of incidents opened in the past day
Which two functions are needed in the expressions to create the three columns?
A. DECODE
B. AVG
C. NVL
D. IF
E. SUM
Question 4
Examine these functions:
f1- apply() f2 - setup(), f3 - validate(), f4 - cleanup(), f5- fetchObject() What is the correct sequence of execution of these functions during customprocesses testing?
A. f1, f2, f5, f3, f4
B. f2, f5, f1, f3, f4
C. f1, f2, f4, f3, f5
D. f5, f2, f3, f4, f1
E. f2, f5, f3, f1, f4
Question 5
A client requires you to set up chat and email as unlimited for an SLA. What must you do?
A. Leave both the chat and email fields limit as blank.
B. Use the default values.
C. Enter the value "Unlimited" in the chat and email fields.
D. Enter zero as the initial value for both fields.
Solutions:
| Question 1 Answer: B,D | Question 2 Answer: C | Question 3 Answer: A,C,E | Question 4 Answer: E | Question 5 Answer: D |
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