1z1-981 by Oracle Actual Free Exam Questions And Answers

Question 1

Which three statements are true about Service Level Agreements?

A. They enable you to set the reports that are visible to an agent.

B. They enable you to set a timeline for an agent to respond to an incident.

C. They enable you to restrict what agents can view as part of navigation on the console.

D. They enable you to specify the duration for which an incident can be kept in waiting status.

E. They enable you to restrict the number of incidents raised by end users through various channels.

F. They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.

Discussion 0

Correct Answer: B,D,F Vote an answer

Question 2

You make some changes to your message template and deploy it globally, but the deployed status continues to show as pending.
What would you do to resolve this?

A. Accept the changes.

B. Enable the global template.

C. Save the deployment.

D. Validate the template.

Discussion 0

Correct Answer: C Vote an answer

Question 3

What must you set to enable the email channel?

A. EGW_AUTO_CONT_CREATE

B. EGW_UPDATE_BY_CREATE

C. EGW_SECURE_UPDATE_ENABLED

D. EGW_SAVE_EMAIL_HEADERS

E. EGW_ENABLED

Discussion 0

Correct Answer: E Vote an answer

Question 4

Which five actions should you perform to configure advanced routing?

A. Add Access Control to a navigation set.

B. Create an advanced routing incident queue.

C. Create and activate a rule to route incidents to the advanced routing incident queue.

D. Assign advanced routing permissions to a profile.

E. Assign guided assistance permission to a profile.

F. Configure collaboration with external users who are not agent desktop users.

G. Define products and categories.

H. Add product and category fields to the Live Help page of the Customer Portal.

Discussion 0

Correct Answer: A,C,D,F,G Vote an answer

Question 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 the Permissions > Custom Object tab, selecting appropriate permissions for the custom object

B. 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

C. by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object

D. by configuring settings at the time of creation of the custom object

Discussion 0

Correct Answer: A Vote an answer

Question 6

Which three features can be configured in advanced routing?

A. Skill relaxation

B. Queue overflow

C. Queue prioritization

D. Skill time

E. Queue segregation

F. Queue limit

Discussion 0

Correct Answer: A,B,C Vote an answer

Question 7

What are the three different types of pull policy for queues?

A. Advanced

B. Strict Priority

C. Standard

D. First Due

E. Round Robin

F. Manual

Discussion 0

Correct Answer: B,D,F Vote an answer

Question 8

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

A. Merge field

B. Variable

C. Custom field

D. Custom object field

Discussion 0

Correct Answer: B Vote an answer

Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials - 1z1-981 Exam Practice Test

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