Last Updated: Aug 16, 2026
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Reference: https://education.oracle.com/oracle-service-center-2020-implementation-essentials/pexam_1Z0-1038-20
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Configuration and Administration | 20% | - Element Manager import/export operations - Service Level Agreements (SLA) configuration - Queues, assignments and routing rules - Products, categories and dispositions |
| Topic 2: User Administration and Interface | 15% | - Message bases and standard text variables - Navigation menus and application layout - Browser UI workspaces creation - User accounts, roles and permissions |
| Topic 3: Mail, Internationalization and Extensions | 15% | - Multi-language and international data handling - Mailboxes and email channel setup - Service Console add-ins and custom extensions |
| Topic 4: 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 5: B2C Service Products and Initial Setup | 15% | - Initial system configuration - Service Console setup and navigation - Overview of B2C Service platform - Core business objects and data model |
| Topic 6: Analytics and Reporting | 15% | - B2C Service reporting framework - Custom report creation and sharing - Audit fields and data tracking |
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