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Updated: Jul 19, 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: | Multiple Choice, Multiple Select |
| Exam Price: | USD 245 |
| Available Languages: | English |
| Certificate Validity Period: | Retired since May 31, 2022 |
| Exam Duration: | 90 minutes |
| Related Certifications: | Oracle Service Cloud Cross-Channel Contact Center |
| Real Exam Qty: | 58 |
| Passing Score: | 62% |
| Recommended Training: | Oracle Service Center 2021 Implementation Training |
| Exam Registration: | Pearson VUE Oracle Oracle University |
| Sample Questions: | Oracle 1Z0-1038-21 Sample Questions |
| Exam Way: | Online proctored or onsite at Pearson VUE test centers |
| Pre Condition: | No mandatory prerequisites; practical implementation experience recommended |
| Official Syllabus URL: | https://education.oracle.com/oracle-service-center-2021-certified-implementation-specialist/trackp_OSASCC2021OPN |
Oracle 1Z0-1038-21 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Business Rules & Automation | 25% | - Process Designer - Business rules and events - Workspace rules - SLA and service intervals |
| Topic 2: Configuration | 30% | - Profiles and permissions - Workspace configuration - Custom fields and objects - Navigation sets and menus |
| Topic 3: Service Management | 15% | - Incident management - Knowledge base setup - Contact and organization management |
| Topic 4: Analytics & Administration | 10% | - Reports and dashboards - Maintenance and upgrades - Security and access control |
| Topic 5: Integration & Customization | 20% | - Web services and APIs - Connect integration - Agent Desktop customization |
Oracle Service Center 2021 Implementation Essentials Sample Questions:
1. Which two statements are true when working with add-ins in a Custom Object workspace?
A) Using the record context, you can obtain an instance of a custom object by passing the package name and object name.
B) You cannot obtain a custom object instance directly by using the add-in API. You need to use the Connect web service for SOAP again for the, same.
C) IGenericObject is the interface that is available with the add-in API for custom objects.
D) IGenericObject is the interface that is available with the Connect Common Object Model (CCOM) API for custom objects.
E) It is not possible to automate anything by using an add-in framework in a Custom Object workspace.
2. You make some changes to your message template and deployit globally, but the deployed status continues to show as pending.
What would you do to resolve this?
A) Validate the template.
B) Enable the global template.
C) Accept the changes.
D) Save the deployment.
3. You have a requirement for an incident workspace where clicking a kind of text hyperlink should open a browser window by using the third-party URL of the loaded client. You want to implement this by using add-ins.
Which add-in should you create?
A) Workspace
B) Report Command
C) Workspace Ribbon
D) Global Ribbon
E) Content Pane
4. Your customer has "Gold" level SLAs being applied to certain organizations according to organization rules.
After six months, the business decides to change the response time: instead of responding in 24 hours your agents needto respond within eight business hours.
You modify the "Gold" SLA to reflect this change but you notice that the SLA reports are still using a 24-hour response time.
Based on this scenario, which statement is correct?
A) Your site has been corrupted with the "Gold" SLA.
B) Updating the SLA will not automatically update the organization's SLA instance.
C) You have not activated the rules so the updated SLAs are not being applied.
D) The SLA reports will need to be modified to use the new SLA.
5. A customer is trying to import guides and a definition file from another interface and receives an error: "The response node cannot be added as it would exceed the maximum amount of 2048 response nodes the guide can have.
What action must betaken to fix this?
A) Navigate to one of the superior nodes and remove most of the nodes, keeping the same unique identifier.
B) Make sure the guide definition file does not include anyhash value while importing it.
C) Make sure guided assistance is enabled in another interface.
D) Increase the maximum number of response nodes in the configuration.
Solutions:
| Question # 1 Answer: A,B | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: A |
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