Oracle 1Z0-1038-21 Exam Information and Actual Questions

  • Exam Code/Number: 1Z0-1038-21
  • Exam Name/Title: Oracle Service Center 2021 Implementation Essentials
  • Certification Provider: Oracle
  • Corresponding Certification: Oracle Service Cloud Cross-Channel Contact Center
  • Exam Questions: 95
  • Updated On: Sep 04, 2026

1Z0-1038-21
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Oracle
1Z0-1038-21 Exam
Oracle Service Center 2021 Implementation Essentials

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To become certified in Oracle Service Center 2021 Implementation Essentials, candidates must pass the 1Z0-1038-21 exam, which consists of 60 multiple-choice questions. 1Z0-1038-21 exam has a time limit of 105 minutes, and candidates must achieve a passing score of 63% to earn the certification. 1Z0-1038-21 exam covers various topics, including the installation and configuration of the Oracle Service Center solution, the management of its components and modules, and the troubleshooting of common issues.

Oracle 1Z0-1038-21 Exam Overview:

Certification Vendor:Oracle
Exam Name:Oracle Service Center 2021 Implementation Essentials
Exam Number:1Z0-1038-21
Exam Duration:90 minutes
Real Exam Qty:95
Exam Price:USD 245
Exam Format:Multiple Choice Questions (MCQ)
Related Certifications:Oracle Service Center 2022 Implementation Professional
Oracle Service Center 2021 Certified Implementation Specialist
Available Languages:English
Passing Score:62%
Sample Questions:Oracle 1Z0-1038-21 Sample Questions
Exam Way:Online proctored or onsite testing through Oracle testing providers (e.g., Pearson VUE or PSI).
Pre Condition:No mandatory prerequisite exam; Oracle recommends hands-on experience with Oracle Service Center and Oracle CX products.
Official Syllabus URL:https://education.oracle.com/oracle-service-center-2021-implementation-essentials/trackp_O_SVC21_IES

Oracle 1Z0-1038-21 exam covers a wide range of topics, including service request management, customer management, knowledge management, service center administration, and reporting. Candidates are expected to have a good understanding of Oracle Service Center architecture, functionality, and integration capabilities with other Oracle products, such as Oracle Field Service, Oracle Service Cloud, and Oracle Sales Cloud.

Oracle 1Z0-1038-21 Exam Syllabus Topics:

SectionObjectives
Service Center Configuration and Setup- Business Rules and Automation
  • 1. Workflow Implementation
  • 2. Service Level Agreements (SLAs)
- User Authentication and Access
  • 1. Profile and Interface Setup
  • 2. Navigation Sets and Permissions
Service Processes and Case Management- Incident and Queue Management
  • 1. Queue and Pull Policies
  • 2. Case Creation and Assignment
- Agent Productivity Tools
  • 1. Service Console Usage
  • 2. Guided Assistants and Scripts
Reporting and Analytics- Standard Reporting Tools
  • 1. Report Creation
  • 2. Report Security and Deployment
User Interface Customization- Browser UI Design
  • 1. Workspace Configuration
  • 2. Browser UI Controls
- Message Templates and Branding
  • 1. Customizing Templates
  • 2. Branding and Display Settings
API and Integration- JavaScript API Events
  • 1. Custom Integration Hooks
  • 2. Available API Triggers


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