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Oracle 1z1-981 Exam Syllabus Topics:

Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:

Question 1

What would you use for repetitive text with a single point of maintenance for any changes to the text?

A. Variable
B. Merge field
C. Custom field
D. Custom object field

Question 2

Which five actions should you perform to configure advanced routing?

A. Assign advanced routing permissions to a profile.
B. Add Access Control to a navigation set.
C. Configure collaboration with external users who are not agent desktop users.
D. Add product and category fields to the Live Help page of the Customer Portal.
E. Define products and categories.
F. Create an advanced routing incident queue.
G. Assign guided assistance permission to a profile.
H. Create and activate a rule to route incidents to the advanced routing incident queue.

Question 3

A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?

A. The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.
B. The profile to which the agent is assigned does not have a navigation set assigned.
C. The profile to which the agent is assigned does not have the Interface Access check box selected.
D. The profile to which the agent is assigned does not have the incident workspace assigned.
E. The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.

Question 4

For which three reasons should you recommend using workflows?

A. They can sort incidents raised by a contact.
B. They guide agents through complex customer interactions and data updates.
C. They reduce human error.
D. They help customers find relevant knowledge answers.
E. They promote efficiency.

Question 5

Which two statements are true when working with add-ins in a Custom Object workspace?

A. IGenericObject is the interface that is available with the Connect Common Object Model (CCOM) API for custom objects.
B. IGenericObject is the interface that is available with the add-in API for custom objects.
C. It is not possible to automate anything by using an add-in framework in a Custom Object workspace.
D. You cannot obtain a custom object instance directly by using the add-in API. You need to use the Connect web service for SOAP again for the, same.
E. Using the record context, you can obtain an instance of a custom object by passing the package name and object name.

Solutions: