Download Oracle : 1Z0-1038-20 Questions & Answers as PDF & Test Software
Last Updated: Aug 30, 2026
No. of Questions: 73 Questions & Answers with Testing Engine
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From a printable PDF to a desktop test engine and an online test engine, TestSimulate covers every stage of 1Z0-1038-20 preparation in 2026. One purchase gives you 73 practice questions for Oracle Service Center 2020 Implementation Essentials, 365 days of free updates, and support whenever you need it.
Oracle 1Z0-1038-20 Exam Overview:
| Certification Vendor: | Oracle |
|---|---|
| Exam Name: | Oracle Service Center 2020 Implementation Essentials |
| Exam Number: | 1Z0-1038-20 |
| Certificate Validity Period: | 18 months |
| Exam Duration: | 105 minutes |
| Related Certifications: | Oracle Cross-Channel Contact Center Cloud Service Oracle B2C Service |
| Exam Price: | $245 USD |
| Real Exam Qty: | 60 - 70 |
| Available Languages: | English |
| Exam Format: | Multiple Choice, Multiple Select |
| Passing Score: | 64% |
| Recommended Training: | Oracle B2C Service Implementation Training |
| Exam Registration: | Oracle University Registration Pearson VUE Scheduling |
| Sample Questions: | Oracle 1Z0-1038-20 Sample Questions |
| Exam Way: | Online proctored or onsite at Pearson VUE testing centers |
| Pre Condition: | No official prerequisites; 6+ months hands-on experience with Oracle B2C Service recommended |
| Official Syllabus URL: | https://education.oracle.com/oracle-service-center-2020-implementation-essentials/trackp_1038-20 |
Oracle 1Z0-1038-20 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: B2C Service Products and Initial Setup | 15% | - Overview of B2C Service platform - Service Console setup and navigation - Core business objects and data model - Initial system configuration |
| Topic 2: Analytics and Reporting | 15% | - B2C Service reporting framework - Custom report creation and sharing - Audit fields and data tracking |
| Topic 3: Mail, Internationalization and Extensions | 15% | - Service Console add-ins and custom extensions - Mailboxes and email channel setup - Multi-language and international data handling |
| Topic 4: 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 5: Business Processes and Automation | 20% | - Guided Assistants implementation - Enhanced business rules and workflows - Message templates and outbound communications - Chat, co-browse and agent assistance tools |
| Topic 6: Configuration and Administration | 20% | - Queues, assignments and routing rules - Service Level Agreements (SLA) configuration - Element Manager import/export operations - Products, categories and dispositions |
1Z0-1038-20 Exam FAQ: What to Know Before You Book
The 1Z0-1038-20 exam, officially titled Oracle Service Center 2020 Implementation Essentials, is the qualifying exam for the Oracle Service Center 2020 Certified Implementation Specialist certification, which sits at the Specialist level. Earning it shows employers that you have the skills the credential stands for, and it is a solid step forward on a Oracle career path. It also connects to Oracle B2C Service, Oracle Cross-Channel Contact Center Cloud Service, so the effort you put in now keeps paying off as you advance.
The 1Z0-1038-20 exam gives you 60 - 70 questions to complete within 105 minutes. Do the math before exam day: divide the total time by the question count to set a steady per-question pace, and flag any item that stalls you so you can return to it after securing the easier points. The most reliable way to build that rhythm is a full timed practice test under the same limit, which is exactly what TestSimulate's test engines are designed for.
The passing score for Oracle Service Center 2020 Implementation Essentials is 64%, and the official registration fee is $245 USD. Keep in mind that a retake means paying that fee again in full, which makes an honest self-check worthwhile: before you book, sit a timed practice test and make sure you are consistently scoring above the passing line with some margin to spare.
According to the official requirements: No official prerequisites; 6+ months hands-on experience with Oracle B2C Service recommended. Eligibility rules do change from time to time, so confirm the current details on the official exam page before you register.
Registration for the 1Z0-1038-20 exam is handled through the official channels below:
The exam is delivered in the following format: Online proctored or onsite at Pearson VUE testing centers. Pick a date that leaves room for at least one full timed practice test beforehand.
Oracle recommends the following official training options for candidates preparing for Oracle Service Center 2020 Implementation Essentials:
Courses build the foundation, but they work best alongside question practice. That is where TestSimulate comes in: the 73 practice questions in our 1Z0-1038-20 package let you rehearse the exam format at your own pace and see exactly where you stand.
Yes — TestSimulate offers a free PDF demo of the Oracle Service Center 2020 Implementation Essentials material, so you can review the question style and answer quality before you spend anything. After purchase, you also receive 365 days of free updates, and if your product expires you can extend the update service at a 50% discount from your member zone.
If you take the corresponding exam within 60 days of your purchase and do not pass, you are covered by the 100% Money Back Guarantee under clear conditions. To claim a full refund, submit a scan of your exam enrollment slip and your official Score Report PDF within two days of the exam; requests are processed within seven days. Note that sitting the exam within three days of purchase is not eligible, purchases that were never followed by an exam sitting do not qualify, free materials and expired orders are excluded, and the candidate name must match the payer name. Prefer an exchange instead? You can swap your product for two free exam packages of equal value and keep your update service. Delivery is immediate: your 1Z0-1038-20 material is ready for instant download and is also emailed to you within one minute of payment — contact customer service if nothing arrives within two hours. There is no limit on the number of computers you can install it on.
The current Oracle Service Center 2020 Implementation Essentials syllabus is organized into 6 exam domains. The first three are:
- User Administration and Interface (15%)
- Mail, Internationalization and Extensions (15%)
- B2C Service Products and Initial Setup (15%)
For the full domain and subtopic breakdown, see the Exam Topics section above — that is the outline your TestSimulate practice questions are mapped to.
Oracle Service Center 2020 Implementation Essentials Sample Questions:
Question 1
Which four types are used by incidents queues?
A. Standard
B. LIFO
C. Advanced Routing
D. Round Robin (All)
E. Round Robin (Logged In)
F. FIFO
G. Quick
Question 2
Your customer has "Gold" level SLAs being applied to certain organizations according to organization rules.
After six months, the business decides to change the response time: instead of responding in 24 hours your agents need to respond within eight business hours.
You modify the "Gold" SLA to reflect this change but you notice that the SLA reports are still using a 24-hour response time.
Based on this scenario, which statement is correct?
A. You have not activated the rules so the updated SLAs are not being applied.
B. Your site has been corrupted with the "Gold" SLA.
C. Updating the SLA will not automatically update the organization's SLA instance.
D. The SLA reports will need to be modified to use the new SLA.
Question 3
What are three required sections for Custom Process Models?
A. Footer
B. Test harness
C. Header
D. Code containing custom business logic
E. Code containing integration with external systems
F. Test script
Question 4
Examine these functions:
f1- apply() f2 - setup(), f3 - validate(), f4 - cleanup(), f5- fetchObject() What is the correct sequence of execution of these functions during custom processes testing?
A. f1, f2, f5, f3, f4
B. f2, f5, f1, f3, f4
C. f5, f2, f3, f4, f1
D. f1, f2, f4, f3, f5
E. f2, f5, f3, f1, f4
Question 5
Which two statements are true about generic objects?
A. They automatically consider a package to consist of custom objects.
B. They require the type of data to be set dynamically.
C. They belong to a stand-alone class that is not derived from an RN object.
D. They are used when working with custom objects only.
E. They can be used with standard objects.
Solutions:
| Question 1 Answer: A,C,D,E | Question 2 Answer: A | Question 3 Answer: B,C,D | Question 4 Answer: E | Question 5 Answer: A,E |
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