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Exam Information
Official specifications published by Oracle
Exam Format
90 min
50
68%
Professional
Registration
$245 USD
Pearson VUE or online proctoring
Validity
18 months
Pass the corresponding Delta Exam (for previous Oracle B2C Service certified professionals from 2019 onwards); Pass the current full version exam before credential expires
1Z0-1138-25 Exam Topics and Domains
1Z0-1138-25 is organized into 6 weighted domains. Expect to work with Profile Management, B2C Service Analytics, Report Designer, .NET Console, and more.
1
Implementing Core B2C Service
20%
Explain B2C Service services
Digital customer service purpose and capabilitiesAgent desktop interfacesB2C Service AnalyticsCore business objectsConfiguration areas
- Describe the purpose of Digital customer service
- Understand the uses of the Agent desktop (.NET console & Agent Browser UI)
- Describe the B2C Service Analytics
- Describe core business objects
- Understand the main configuration areas
Configure core B2C Service
Navigation, permissions, and user accountsQueues, assignments, and menusCustom objects, fields, and attributesService console and browser UI setupData management - Import/Export with Element ManagerData Lifecycle ManagementConfiguration settings managementEmail configuration - Mailboxes and settingsProducts, Categories, and DispositionsInterfaces and integration points
- Set up navigation, permissions, and user accounts
- Understand queues, assignments, and standard application menus
- Configure and customize custom objects, custom fields, and custom attributes
- Set up the service console and browser UI
- Understand and perform export/import with Element Manager
- Setup and Perform Data Lifecycle Management
- View and Manage Configuration Settings
- Setup Mailboxes and email settings
- Setup Products, Categories and Dispositions
- Understand the purpose of Interfaces
2
Implementing B2C Service User Interface and Processes
25%
Configure the B2C Service User Interface
Browser user interface workspaces.NET console workspacesWorkspace deployment in ProfilesWorkspace rulesWorkflows
- Create or modify workspaces for the browser user interface
- Create or modify workspaces for the .NET console
- Understand how to deploy workspaces in Profiles
- Create or modify workspace rules
- Create and modify workflows
- Deploy workflows
Configure core business object behavior
Enhanced Business RulesCustom Process Models (CPMs)
- Create, modify and deploy enhanced Business Rules
- Understand the role of Custom Process Models (CPMs)
3
Implementing Processes Between Customers and Agents
25%
Configure Agent productivity tools
Agent assistance toolsStandard text and variablesMessage templatesGuided assistants and Intelligent Advisor
- Understand what agent assistance tools are available
- Create and deploy standard text and variables
- Create and modify message templates
- Create and deploy guided assistants and Intelligent Advisor
- Create Message templates
Setup and configure Queues
Incident QueuesChat QueuesQueue assignment to ProfilesAdvanced routing for chat and incident queues
- Create an Incident Queue
- Create a Chat Queue
- Assign Queues to Profiles
- Configure Advanced routing for chat and incident queues
Improve and Define Customer Service
Service level agreements (SLAs)Surveys for outreach and feedbackInternational Data supportMessage Base text for digital customer service
- Modify service level agreements
- Generate outreach and feedback using Surveys
- Work with International Data
- Modify or create Message Base text for digital customer service
4
Analytics and Monitoring Service Quality
15%
Use B2C Service Analytics
Report types in B2C Service AnalyticsReports Explorer capabilities
- Understand the types of reports provided in B2C Service Analytics
- Understand Reports Explorer capabilities in .NET console and in BUI
Create and Modify Analytics reports
Customize standard reportsCreate simple reportsCreate complex reports with joins and drill-down
- Customize a standard report
- Create a simple report
- Create a complex report with object joins and drill down levels
Share and Schedule Reports
Deploy reports in navigation menuDeploy reports in workspace tabsReport permissions in ProfilesReport schedules and formats
- Deploy a custom report in the navigation menu
- Deploy a custom report in a workspace tab
- Set permissions for reports in Profiles
- Define schedules and formats for report generation
Monitoring Service Quality
Audit fields usageDashboards
- Understand the use of audit fields
- Understand, create and modify dashboards
5
Integrating with 3rd Party Applications
10%
Configure add-ins and extensions
Extension capabilities.NET console extensionsBUI extensionsCommon integrations
- Understand extension capabilities of B2C Service
- Understand how to deploy .NET console extensions
- Understand how to deploy BUI extensions
- Understand common integrations
6
Using AI/ML/Mobile and Other Automation Features
5%
AI/ML/Mobile and Automation capabilities
Artificial Intelligence and Machine Learning featuresMobile capabilitiesAutomation features
Identify the business value and capabilities available in AI/ML/Mobile and other automation features
How do I earn this certification?
Passing 1Z0-1138-25 earns the Oracle B2C Service 2025 Certified Implementation Professional certification. It sits in the Oracle CX (Customer Experience) Cloud track.
Current Level Exams
1D0-1138-25-D - Oracle B2C Service 2025 Implementation Professional - Delta
Next Level Options
No higher level certification currently available Oracle B2C Service certification is a specialized professional-level certification
Alternative Paths
- 1Z0-1034-23 - Oracle B2C Service Integration and Development 2023 Implementation Professional Specialized certification for integration and development (now retired, consolidated into main B2C Service exam)
- 1Z0-1061-24 - Oracle CX Sales 2024 Implementation Professional Complementary Oracle CX Cloud certification for sales functionality
- 1Z0-1042-25 - Oracle Cloud Infrastructure 2025 Application Integration ProfessionalIntegration skills for connecting B2C Service with other Oracle Cloud applications
Practice with Precision
The PlanetCert Simulator mirrors the real exam environment with authentic questions and timed pressure.
How to study for this exam?
Use the official PlanetCert Practice Test alongside the study plan below to prepare efficiently for 1Z0-1138-25.
What's changed on this exam?
Current Status
- ACTIVE
- Last content update: 2025-01-01
- Announcement date: 2025-01-01
Updates
- Oracle B2C Service 2025 Release 25A Exam validates against 24A/24B/24C/24D/25A releases • Release date: 2025-01-01
- AI/ML Features 2025 New exam domain (5%) covering AI/ML/Mobile and automation capabilities • Release date: 2025-01-01
- Delta Exam Program 2025 Free Delta exam available for professionals certified from 2019 onwards • Release date: 2025-01-01
Who should take this exam?
This exam is typically taken by Service Implementers and Service Administrators.
- Hands-on experience implementing Oracle B2C Service
- Understanding of customer service business processes
- Experience with service request management systems
- Familiarity with Oracle CX Cloud products