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Oracle 1z1-981 Exam Syllabus Topics:

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

Question 1

Which five actions should you perform to configure advanced routing?

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

Question 2

Your customer has designed a guide to explain in detail to end users how to apply for a career guidance program. The customer wants this guide to be placed on the Customer Portal pages and a survey to be opened when an option in this guide is selected.
Which survey type would you use?

A. Polling survey
B. Transactional survey in rules
C. Broadcast survey
D. Website link survey

Question 3

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. Custom process model
B. Agent scripts
C. Business rules
D. Intent guide
E. Guided assistance

Question 4

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. It is not possible to automate anything by using an add-in framework in a Custom Object workspace.
C. 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.
D. IGenericObject is the interface that is available with the add-in API for custom objects.
E. Using the record context, you can obtain an instance of a custom object by passing the package name and object name.

Question 5

Which two statements are true about generic objects?

A. They automatically consider a package to consist of custom objects.
B. They are used when working with custom objects only.
C. They can be used with standard objects.
D. They belong to a stand-alone class that is not derived from an RN object.
E. They require the type of data to be set dynamically.

Solutions: