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Instant Download Oracle : 1Z0-1038-20 Questions & Answers as PDF & Test Engine
- Exam Code: 1Z0-1038-20
- Exam Name: Oracle Service Center 2020 Implementation Essentials
- Updated: Jul 29, 2026
- No. of Questions: 73 Questions and Answers
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Oracle 1Z0-1038-20 exam is designed for individuals who wish to showcase their expertise in implementing and managing Oracle Service Center 2020 solutions. 1Z0-1038-20 exam is primarily intended for IT professionals, solution architects, and consultants who have experience in implementing Oracle Service Center solutions. 1Z0-1038-20 exam tests the knowledge and skills needed to effectively configure and manage Oracle Service Center 2020 solutions to meet the business requirements of organizations.
Reference: https://education.oracle.com/oracle-service-center-2020-implementation-essentials/pexam_1Z0-1038-20
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Oracle 1Z0-1038-20 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Business Processes and Automation | 20% | - Guided Assistants implementation - Enhanced business rules and workflows - Chat, co-browse and agent assistance tools - Message templates and outbound communications |
| Topic 2: Mail, Internationalization and Extensions | 15% | - Service Console add-ins and custom extensions - Mailboxes and email channel setup - Multi-language and international data handling |
| Topic 3: Configuration and Administration | 20% | - Queues, assignments and routing rules - Service Level Agreements (SLA) configuration - Products, categories and dispositions - Element Manager import/export operations |
| Topic 4: B2C Service Products and Initial Setup | 15% | - Overview of B2C Service platform - Core business objects and data model - Service Console setup and navigation - Initial system configuration |
| Topic 5: User Administration and Interface | 15% | - Navigation menus and application layout - Message bases and standard text variables - User accounts, roles and permissions - Browser UI workspaces creation |
| Topic 6: Analytics and Reporting | 15% | - Audit fields and data tracking - B2C Service reporting framework - Custom report creation and sharing |
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