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Oracle 1Z1-1038 certification exam is designed to validate the candidate's knowledge and skills in implementing Oracle Cross-Channel Contact Center Cloud 2019 solutions. 1Z1-1038 exam covers a wide range of topics, including installation and configuration, integration with other Oracle Cloud services, and troubleshooting common issues.

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Oracle 1Z1-1038 exam, also known as Oracle Cross-Channel Contact Center Cloud 2019 Implementation Essentials, is designed to test the knowledge and skills of professionals who are interested in working with the Oracle Contact Center Cloud Service. Oracle Cross-Channel Contact Center Cloud 2019 Implementation Essentials certification exam is intended for individuals who have experience with the implementation of Oracle Cross-Channel Contact Center Cloud solutions and are looking to enhance their skills and knowledge in this area.

Reference: https://education.oracle.com/oracle-cross-channel-contact-center-cloud-2019-implementation-essentials/pexam_1Z0-1038

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Oracle 1Z1-1038 Exam Syllabus Topics:

SectionObjectives
Topic 1: Email, Chat and Cross-Channel Operations- Interaction Management
  • 1. Email Management
  • 2. Chat Configuration
  • 3. Queue and Routing Setup
Topic 2: Business Object Configuration- Standard and Custom Objects
  • 1. Contacts and Organizations
  • 2. Incidents and Tasks
  • 3. Custom Objects
Topic 3: Business Rules and Automation- Automation Configuration
  • 1. Custom Process Models (CPM)
  • 2. Business Rules
  • 3. Workflows and Event Handling
Topic 4: Analytics and Reporting- Reporting Framework
  • 1. Analytics Reports
  • 2. Data Relationships and Joins
  • 3. Dashboards
Topic 5: Knowledge Management and Customer Portal- Self-Service Capabilities
  • 1. Guided Assistance
  • 2. Answer Management
  • 3. Customer Portal Configuration
Topic 6: Oracle Service Cloud Architecture and Navigation- Application Architecture
  • 1. Core Components and Interfaces
  • 2. Navigation Sets and Profiles
Topic 7: Workspaces and Agent Desktop- Workspace Design
  • 1. Browser Controls
  • 2. Workspace Rules
  • 3. Add-In Framework
Topic 8: Surveys and Feedback Management- Survey Configuration
  • 1. Transactional Surveys
  • 2. Polling Surveys
  • 3. Survey Automation and Scoring
Topic 9: Integrations and APIs- Integration Technologies
  • 1. JavaScript API
  • 2. External System Integration
  • 3. Connect REST API
  • 4. Connect Web Services for SOAP

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