Free Access Oracle.1Z0-1038-20.v2022-04-12.q27 Practice Test (Page 6)

Question 21

Your customer wants to measure agent performance based on feedback from their end users. If the end users provide negative feedback, their incidents need to be reopened automatically. Which three tasks will fulfill these requirements?

A.Create a transactional survey.

B.Schedule a survey to run on a daily basis.

C.Assign a score to the survey questions and set the status field based on the value

D.Create a new queue for unhappy customers.

E.Set an incident business rule to send the survey

F.Create a report of survey responses.

Question 22

Which is a sample object query?

A.SELECT Incident.ReferenceNumber, Incident.PrimaryContact-Contact.* FROM Incident;

B.SELECT 0.Contacts FROM Organization O WHERE O-ID = 1;

C.SELECT C.Name.First FROM Contact C WHERE C.Name.First like ,C%';

D.SELECT ID FROM Contact WHERE Contact-Name.First like 'Chris' AND
Contact.Address.City='Bozeman';

Question 23

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 a navigation set assigned.

C.The profile to which the agent is assigned does not have the incident workspace assigned.

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 to appear in the Menu option selected on the Services tab.

Question 24

What are the three different types of pull policy for queues?

A.Round Robin

B.Manual

C.Advanced

D.Strict Priority

E.First Due

F.Standard

Question 25

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.Agent scripts

B.Guided assistance

C.Custom process model

D.Intent guide

E.Business rules

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Question 21

Question 22

Question 23

Question 24

Question 25

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