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Oracle 1Z1-1038 Exam Syllabus Topics:
| Topic | Details |
|---|
| Topic 1 | - Service Cloud User Interface And Processes
- Describe Oracle Service Cloud Analytics
|
| Topic 2 | - Create Queues, Assignments, And Standard Application Menus
- Explain Service Cloud Products And Services
|
| Topic 3 | - Describe Agent Assistance
- Create Message Templates
- Work With International Data
|
| Topic 4 | - Describe Standard Text And Variables
- Service Cloud Service Console Extensions
|
| Topic 5 | - Implement User Interface Modifications And Automation (Workspaces)
- Service Cloud Products And Services
|
| Topic 6 | - Processes Between Customers And Agents
- Describe Service Level Agreements
|
| Topic 7 | - Configure Chat And Cobrowse
- Describe Mail And Mailboxes
|
| Topic 8 | - Configure Service Level Agreements
- Generate Outreach And Feedback
|
| Topic 9 | - Service Console Core Features And Access
- Configure Products, Categories And Dispositions
|
| Topic 10 | - Perform An Initial Setup And Set Up An Agent Desktop
- Set Up Navigation, Permissions And User Accounts
|
| Topic 11 | - Configure Guided Assistants
- Configure Advanced Routing
|
Reference: https://education.oracle.com/oracle-cross-channel-contact-center-cloud-2019-implementation-essentials/pexam_1Z0-1038
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