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

1. Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?

A) Capturing all incident-associated CO data from customers
B) If a contact record does not exist, creating a contact record as captured by an agent from customers
C) Allowing an agent to switch between workspaces by clicking the "Select Workspace" button
D) Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier
E) If a contact record exists, loading details from the contact found in the incident workspace

2. Which three statements are true about add-ins?

A) They can be added to the Custom Portal area of Oracle Service Cloud.
B) They are written in the C# .NET programming language with the templates provided by Oracle Service Cloud.
C) They are the visual areas of Oracle Service Cloud Agent Desktop.
D) They always run locally to access local data.
E) They always run locally on the machines on which the desktop application runs.
F) They can be designed to create visual components and not perform any integrations.

3. Which six actions can have a null value?

A) Set Fields
B) Set Mailbox
C) Set Assigned
D) Set Status
E) Set Agent
F) Set Category
G) Set SLAs
H) Set Queue
I) Set Disposition
J) Set Product

4. In which two scenarios would you use multiple interfaces?

A) When your business operates in different lines of business
B) When you need multiple channels enabled such as email, chat, and web self-service
C) When multiple languages need to be supported
D) When your portal needs the support of different channels for login
E) When new business processes need to be supported other than the standard contact center

5. Which two statements are true about chat surveys?

A) You can send a chat survey only while a customer is on the chat.
B) You can create a chat rule to email a transactional survey to a customer after a chat session.
C) You cannot link customer data back to the chat that is submitted.
D) You can create a chat rule to pop up a transactional survey at the end of a chat session.

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