Exam Name: Oracle Service Center 2020 Implementation Essentials
Certification Provider: Oracle
Corresponding Certification: Oracle Service Cloud Cross-Channel Contact Center
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Instant Download Oracle : 1Z0-1038-20 Questions & Answers as PDF & Test Engine
Updated: Oct 17, 2026
No. of Questions: 73 Questions & Answers with Testing Engine
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Oracle 1Z0-1038-20 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Business Rules and Automation | 20% | - Process Automation
|
| Topic 2: Customer and Agent Interaction Management | 15% | - Communication Channels
|
| Topic 3: Reporting and Analytics | 10% | - Report Design and Management
|
| Topic 4: Configuration and Administration | 20% | - Workspace and User Interface Configuration
|
| Topic 5: Oracle Service Center Overview | 10% | - Oracle B2C Service Architecture
|
| Topic 6: Queues and Assignments | 15% | - Work Distribution
|
| Topic 7: Testing and Deployment | 10% | - Implementation Lifecycle
|
Common Questions from Oracle Service Center 2020 Implementation Essentials Candidates
No mandatory prerequisite exam required. Oracle recommends hands-on experience with Oracle B2C Service / Oracle Service Center implementations.
The 1Z0-1038-20 exam contains 60 questions and lasts 120 minutes minutes, so pacing matters as much as knowledge. Practicing under a real timer on ActualVCE helps you learn how long to spend on each item.
The Oracle Service Center 2020 Implementation Essentials material is written by a group of IT experts and certified trainers. Beyond assembling verified questions, they organize the bank into a study strategy for candidates, so you always know which section to tackle next instead of paging through questions at random.
The online engine recreates the atmosphere of the formal test, so the real 1Z0-1038-20 exam feels familiar rather than intimidating. It runs on Windows, Mac, Android, and iOS, places no limit on the number of installations, and lets you review at any time and from any location, which fits naturally around an IT worker's schedule.
The passing score of 1Z0-1038-20 is 68%, and the official exam fee is USD 245. Knowing both numbers early helps you set a concrete target before you book the test.
This package includes 73 practice questions for the 1Z0-1038-20 exam. Every answer has been verified by our IT experts and certified trainers before release.
- Oracle Service Center Overview (10%)
- Configuration and Administration (20%)
- Testing and Deployment (10%)
Study the sections in the order that matches your weakest areas first.
Oracle Service Center 2020 Implementation Essentials Sample Questions:
Which four statements are true about incident rules?
- A. All incident rules should have an action to transit from the initial state to another state.
- B. Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
- C. A catch-all escalation action has no impact on incident rules.
- D. A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
- E. Incident rules should have one rule state.
- F. Incident rules should have a minimum of two rule states.
- G. A catch-all rule has no impact on incident rules.
Correct Answer: A,B,D,E 🗳️
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 three statements are true about add-ins?
- A. They can be designed to create visual components and not perform any integrations.
- B. They are the visual areas of Oracle Service Cloud Agent Desktop.
- C. They can be added to the Custom Portal area of Oracle Service Cloud.
- D. They always run locally on the machines on which the desktop application runs.
- E. They always run locally to access local data.
- F. They are written in the C# .NET programming language with the templates provided by Oracle Service Cloud.
Correct Answer: B,D,F 🗳️
Which five practices deliver maximum reporting performance?
- A. Providing default values for runtime filters
- B. Using fixed filters whenever possible
- C. Filtering on simple columns and not on expressions
- D. Using the complex expression operator instead of the like operator
- E. Using outer joins rather than inner joins when possible
- F. Filtering on standard fields that are indexed
- G. Providing values for runtime filters
- H. Filtering on expressions and not on simple columns
- I. Using index custom fields as filters
- J. Configuring many-to-many joins
- K. Using the like operator instead of the complex expression operator
Correct Answer: B,C,E,F,G 🗳️
Which four view modes are available in the Report Editor?
- A. Database View
- B. Graphical View
- C. Report View
- D. Data Set View
- E. Design View
- F. Layout View
Correct Answer: C,D,E,F 🗳️
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