1Z0-1138-25 Sample Questions & Answers
Focuses equally on configuring the interface and how business objects behave, and on agent productivity tools paired with queues, then rounds out with core setup, reporting and analytics covering service quality, add-in integrations, and automation features.
Launch the full 1Z0-1138-25 simulator →Showing 10 of 20 free samples.
- Question 1AdvancedSelect 3
Analytics and Monitoring Service Quality · Create a complex report with object joins and drill down levels
A support manager wants to generate a monthly report that shows the average time taken to resolve incidents, broken down by product and then by category. The report must also allow the manager to click on a category to see the individual incidents within it. Which steps are required to create this report? (Select THREE)
Show answer & explanation
Correct answers: A, C, D
- Question 2Intermediate
Integrating with 3rd Party Applications · Understand how to deploy BUI extensions
A company is deploying a new Browser User Interface (BUI) extension that pulls customer order history from an external ERP system. The extension works correctly in the development environment but fails to load for agents in production. The administrator has confirmed the extension files are uploaded correctly and the profile has the extension enabled. What is the most likely cause of this issue?
Show answer & explanation
Correct answer: B
Modern web applications, including B2C Service's BUI, use a Content Security Policy (CSP) to prevent cross-site scripting (XSS) and other injection attacks. This policy dictates which external domains the browser is allowed to connect to for scripts, APIs, etc. If the BUI extension tries to call an ERP API whose domain isn't listed in the CSP headers, the browser will block the request, causing the extension to fail. This is a common production deployment issue.
- Question 3Beginner
Using AI/ML/Mobile and Other Automation Features · Identify the business value and capabilities available in AI/ML/Mobile and other automation features
A service manager wants to understand the business value of implementing AI/ML features within their Oracle B2C Service instance. Which of the following is a direct benefit of using AI-powered sentiment analysis on incoming incidents?
Show answer & explanation
Correct answer: B
The primary business value of sentiment analysis in a customer service context is to gauge customer emotion. By identifying negative sentiment (e.g., frustration, anger) in the text of an incoming email or chat, the system can automatically flag the incident for higher priority or route it to a specialized de-escalation queue. This proactive approach helps mitigate customer churn and improve satisfaction.
- Question 4Intermediate
Implementing Core B2C Service · Understand and perform export/import with Element Manager
An administrator is using Element Manager to migrate configuration changes from a development environment to a production environment. The migration package includes updates to Profiles, Workspaces, and Custom Objects. After the import, users report that the new workspace changes are not visible. What is the most likely reason for this failure?
Show answer & explanation
Correct answer: C
When configuration elements like Workspaces, Navigation Sets, and Rules are imported via Element Manager, they are loaded into the production environment's database but are not immediately active. The changes are staged. An administrator must manually go to the Profiles editor and click 'Deploy' to push these staged changes to the active user profiles. This is a critical final step that is often overlooked.
- Question 5Intermediate
Implementing Processes Between Customers and Agents · Modify service level agreements
A telecommunications company wants to implement a Service Level Agreement (SLA) that requires an initial response to critical incidents within 15 minutes. If no agent-authored response is sent within that time, the incident's status must be automatically updated to 'Escalated' and moved to a manager's queue. Which B2C Service feature is used to define and enforce this time-based escalation?
Show answer & explanation
Correct answer: B
Service Level Agreements are managed through the Business Rules engine. An SLA is essentially a business rule with a time-based condition. You would define a rule that triggers on critical incidents, sets a 15-minute response deadline, and defines actions (update status, change queue) to be executed if that deadline is breached. This is the standard, out-of-the-box method for handling SLA enforcement.
- Question 6Beginner
Implementing B2C Service User Interface and Processes · Create or modify workspaces for the browser user interface
An administrator is designing a new workspace for the Browser User Interface. The design requires three tabs. The first tab should show core incident details. The second tab must display the full conversation thread. The third tab needs to show related knowledge base articles. When an agent opens an incident, the conversation thread tab should be the one displayed by default. How is this default tab behavior configured?
Show answer & explanation
Correct answer: C
In the workspace designer for both the BUI and .NET Console, the default tab that is displayed when a record is opened is determined by its position. The leftmost tab is always the default active tab. To make the conversation thread the default, the administrator simply needs to arrange it as the first tab in the designer's tab set.
- Question 7Intermediate
Implementing B2C Service User Interface and Processes · Create, modify and deploy enhanced Business Rules
A large enterprise has a business requirement to prevent incidents from being set to a 'Closed' status unless a custom checkbox field named 'Customer_Approval_Received' is checked. This rule must be enforced system-wide, regardless of which agent or interface is used. What is the most robust way to implement this validation?
Show answer & explanation
Correct answer: B
Enhanced Business Rules are the ideal tool for server-side data validation. A rule can be configured to execute when an incident is updated. The condition can check for the specific state (Status = Closed, Approval = false), and the action can prevent the save and show an error message. This is superior to a workspace rule because it's enforced at the data layer, meaning it works via API updates, data imports, and all user interfaces, ensuring complete data integrity.
- Question 8Beginner
Implementing Core B2C Service · Set up navigation, permissions, and user accounts
When creating a new Staff Account, an administrator must assign it to a Profile and a Navigation Set. What is the primary function of the Navigation Set?
Show answer & explanation
Correct answer: C
The Navigation Set dictates the structure and content of the user's main navigation interface (the left-side pane in BUI or the ribbon in the .NET console). It controls which items appear and in what order, providing users with access to their required tools like incident queues, reports, and dashboards. The Profile controls permissions (what they can do), while the Navigation Set controls what they can see in the navigation menus.
- Question 9IntermediateSelect 2
Implementing Processes Between Customers and Agents · Create and deploy standard text and variables
A support team needs to frequently use a complex legal disclaimer in their email responses. To ensure consistency and save time, an administrator decides to create a reusable text block. This disclaimer also needs to include the current incident's reference number and the customer's full name automatically. Which features should be used in combination to achieve this? (Select TWO)
Show answer & explanation
Correct answers: A, B
- Question 10Intermediate
Implementing Core B2C Service · Configure and customize custom objects, custom fields, and custom attributes
A utility company uses a custom object to track power outage events. They need to create a dashboard that displays a real-time count of active outages by region. What is the first and most fundamental step to enable this reporting capability?
Show answer & explanation
Correct answer: B
For a custom object's data to be available in the B2C Service Analytics engine for reporting and dashboards, the 'Analytics' flag must be enabled in the object's definition. This action exposes the object and its fields to the reporting data model, making it a source for creating reports. Without this step, the object will be invisible to the Reports Explorer and cannot be used in any analytical capacity.
Ready for the real thing?
The full 1Z0-1138-25 simulator has every exam-style question, timed mode, and instant scoring.