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Oracle 1z1-981 Exam Syllabus Topics:

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

1. Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?

A) Select the corresponding pull policy.
B) Configure advanced routing.
C) Select the Pull Chat check box in the chat profile.
D) Enable the engagement engine.
E) Select the Chat check box that is associated with an agent's staff account.

2. Which five practices deliver maximum reporting performance?

A) Filtering on standard fields that are indexed
B) Using outer joins rather than inner joins when possible
C) Using the like operator instead of the complex expression operator
D) Filtering on expressions and not on simple columns
E) Providing values for runtime filters
F) Configuring many-to-many joins
G) Using fixed filters whenever possible
H) Filtering on simple columns and not on expressions
I) Using index custom fields as filters
J) Using the complex expression operator instead of the like operator
K) Providing default values for runtime filters

3. You make some changes to a message template.
Which statement is true about applying this change across multiple interfaces?

A) You need to copy and paste the source code across the multiple interfaces.
B) You need to re-create the message template across the multiple interfaces.
C) The change is reflected across all interfaces by default.
D) You need to use the export and import option.

4. Which six actions initiate the business rules engine to run their configured logic?

A) An agent creates or edits an answer.
B) A customer updates contact details via the end-user pages.
C) The rules engine is updated.
D) An agent views the rule log.
E) An administrator compiles the rules engine.
F) An agent runs an incident report.
G) A customer adds more information to their incident via the end-user pages.
H) An agent edits contacts, incidents, organizations, or tasks.
I) An agent edits an opportunity.
J) A customer creates an incident in the end user portal.

5. In a contact center setup, there are certain custom objects, such as Asset Repair records, that the contact center agents should be able to update only when the supervisor creates a record for them. The contact center agents should not be allowed to perform creation and deletion operations.
How can this be done?

A) by creating the Contact Center Agents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions
B) by configuring settings at the time of creation of the custom object
C) by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object
D) by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object

Solutions: