1Z0-1003-20 Free Exam Questions & Answers (Updated 2026)

Question No 1

What happens when you enable the assignment parameter "Limit work by points"?

Choose the Choices:

If resources have shifts assigned to them with point values, routing will not assign activities whose cumulative point total exceeds the shift point value.

Routing will use each activity's unique point value to prioritize assignment of higher point activities over lower point activities.

Routing will not assign a given activity if that activity's point value exceeds the resource's maximum personal point limit.

If a resource has a point value configured on their Resource Information screen, routing will limit assignment of additional activities if the cumulative point total exceeds the resource's point limit

Question No 2

Your customer is using SLAs for some Activity Types. The <sla_window_start> parameter is empty when sending those activities to OFSC via API. Which statement is true?

Choose the Choices:

OFSC will set the start date depending on the Customer contract rules set within OFSC.

OFSC will not create the activity, and an error will be returned in the API response.

OFSC always uses the Activity Creation Date as the SLA start date.

OFSC will use the Activity Creation Date as the SLA start.

OFSC will use available capacity to determine the most suitable start date.

Question No 3

The "Activity has not been started X minutes after ETA" display warning is set to 10 minutes. An activity's ETA is 9:00, the current time is 9:20 and the activity has not yet been started. Which warning will take place as a result of that configuration setting?

Choose the Choices:

The activity turns red and a Resource Tree warning appears.

The activity turns red, a Resource Tree warning appears, and a message scenario is launched (if configured).

The activity turns red

A Resource Tree warning appears and a message scenario is launched (if configured).

Question No 4

A company has technicians in a local Austin office, which has been configured as a bucket within OFSC. They want all their technicians to work in the AUSTIN_SOUTHWEST_WKZN work zone but would also like the technicians Sandra Bernstein and Larry Johnson to work in the AUSTIN_NORTHWEST_WKZN work zone as well. How should you set the work zones in the Resource Tree for that local Austin office?

Choose the Choices:

Set the AUSTIN_SOUTHWEST_WKZN work zone at the Austin bucket level only.

Set the AUSTIN_SOUTHWEST_WKZN work zone at the Austin bucket level and also set the AUSTIN_NORTHWEST_WKZN work zone individually on Sandra Bernstein and Larry Johnson.

Set both the AUST1N_S0UTHWEST_WKZN and the AUST1N_N0RTHWEST_WKZN at the Austin bucket level only.

Set the AUSTIN_SOUTHWEST WKZN work zone at the Austin bucket level and also set the AUSTIN_NORTHWEST_WKZN and the AUSTIN_SOUTHWEST_WKZN work zones individually on Sandra Bernstein and Larry Johnson.

Question No 5

Which two statements are true regarding OIC - OFSC integration?

Choose the Choices:

The OIC platform can only use SOAP - based adapters for OFSC integration; REST - based adapters will not function for the product combination.

Each external system will still require custom code to integrate with OFSC, but OIC will provide a structural framework for the OFSC Inbound and Outbound APIs.

Field mapping and process flows between OFSC and external systems can be accomplished through OIC's GUI.

The OIC platform can only use REST - based adapters for OFSC integration; SOAP - based adapters will not function for the product combination.

Using OIC to integrate OFSC with a customer's systems removes the need to develop custom middleware to integrate each system.

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