Exam Name: Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials
Certification Provider: Oracle
Corresponding Certification: Oracle Service Cloud
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Oracle 1z1-981 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Routing and Work Distribution | - Agent assignment
|
| Topic 2: Reporting and Analytics | - Performance monitoring
|
| Topic 3: Cross-Channel Contact Center Fundamentals | - Channel configuration
|
| Topic 4: System Configuration and Administration | - Operational administration
|
| Topic 5: Integration and Extensibility | - External system integration
|
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
You are working on complete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?
- A. Guided assistance
- B. Custom process model
- C. Agent scripts
- D. Business rules
- E. Intent guide
Correct Answer: B,D 🗳️
In your company, Oracle Service Cloud has workspaces where there are multiple reports and browser controls embedded for various requirements. You receive a complaint that the initial loading of the workspaces is very slow.
What is the quickest solution to speed up incident workspace loading?
- A. Creating multiple workspaces per business function and assigning to different profiles
- B. Removing fields in the workspaces
- C. Utilizing workflows and splitting functionality into more than one workspace
- D. Placing objects on different tabs and splitting the loading across multiple tabs
Correct Answer: A 🗳️
Which statement correctly differentiates between a bulk operation and a batch operation?
- A. A bulk operation performs a single operation, whereas a batch operation performs a single operation on a single object.
- B. A bulk operation performs multiple operations on the same object, whereas a batch operation perform the same operation on multiple objects.
- C. A bulk operation performs the same operation on a single object, whereas a batch operation performs multiple operations on multiple objects.
- D. A bulk operation performs the same operation on multiple objects, whereas a batch operation performs multiple operations.
Correct Answer: D 🗳️
Which two statements are true about safe mode in relation to add-ins?
- A. It is enabled automatically if the previous shutdown of the agent desktop application did not happen normally.
- B. It is a setting that must be enabled at the interface level.
- C. It allows an agent desktop to log in to the application with local add-in files.
- D. It allows an agent desktop to log in to the application without any add-ins.
- E. It is a profile setting that must be enabled for a profile.
Correct Answer: A,C 🗳️
Which four statements are true about incident rules?
- A. A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
- B. Incident rules should have a minimum of two rule states.
- C. All incident rules should have an action to transit from the initial state to another state.
- D. A catch-all escalation action has no impact on incident rules.
- E. Incident rules should have one rule state.
- F. A catch-all rule has no impact on incident rules.
- G. Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
Correct Answer: A,C,E,G 🗳️
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