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 | Weight | Objectives |
|---|---|---|
| Topic 1: Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Architecture and core components - Service Console and Agent Desktop |
| Topic 2: Core Business Objects and Customization | 20% | - Variables, standard text, and templates - Custom objects, fields, and workspaces - Incidents, contacts, and organizations |
| Topic 3: Initial Setup and Configuration | 20% | - User administration and profiles - Queues, routing, and assignment rules - Global settings and message bases |
| Topic 4: Reporting, Analytics, and Integration | 15% | - Desktop and third-party integrations - Creating and customizing reports - Connect SOAP and REST web services |
| Topic 5: Knowledge Advanced and Chat Integration | 15% | - Knowledge base configuration - Engagement Cloud integration - Chat and co-browse setup |
| Topic 6: Automation and Process Models | 15% | - Custom Process Models (CPM) - Business rules and workflows - Agent guidance and assistance tools |
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
What must you set to enable the email channel?
- A. EGW_SECURE_UPDATE_ENABLED
- B. EGW_SAVE_EMAIL_HEADERS
- C. EGW_UPDATE_BY_CREATE
- D. EGW_AUTO_CONT_CREATE
- E. EGW_ENABLED
You are creating custom fields and enter a column name. However, you receive an error when you try to save it.
Identify three reasons for this.
- A. The column name starts with a number.
- B. The column name starts with a lowercase alphabet.
- C. The column name contains a punctuation.
- D. The column name contains a space.
- E. The column name contains a dollar symbol.
- F. The column name contains an underscore.
For which three reasons should you recommend using workflows?
- A. They guide agents through complex customer interactions and data updates.
- B. They help customers find relevant knowledge answers.
- C. They can sort incidents raised by a contact.
- D. They reduce human error.
- E. They promote efficiency.
Which two statements are true about safe mode in relation to add-ins?
- A. It is a profile setting that must be enabled for a profile.
- B. It allows an agent desktop to log in to the application with local add-in files.
- C. It allows an agent desktop to log in to the application without any add-ins.
- D. It is enabled automatically if the previous shutdown of the agent desktop application did not happen normally.
- E. It is a setting that must be enabled at the interface level.
An agent is assigned a profile PI that is configured with three incident queues: q1, q2, and q3, and the pull policy is set to Manual. Which statement is true?
- A. Agents will get incidents only from the ql queue.
- B. Agents can use the Fill Inbox functionality to select any of the three queues.
- C. Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.
- D. Agents cannot use the Fill Inbox functionality because the pull policy is manual.
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