Exam Name: Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials
Certification Provider: Oracle
Corresponding Certification: Oracle Service Cloud
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Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials: 1z1-981 Exam Premium File as PDF & Test Engine
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Oracle 1z1-981 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Architecture and core components - Service Console and Agent Desktop |
| Core Business Objects and Customization | 20% | - Variables, standard text, and templates - Custom objects, fields, and workspaces - Incidents, contacts, and organizations |
| Automation and Process Models | 15% | - Custom Process Models (CPM) - Business rules and workflows - Agent guidance and assistance tools |
| Knowledge Advanced and Chat Integration | 15% | - Knowledge base configuration - Chat and co-browse setup - Engagement Cloud integration |
| Reporting, Analytics, and Integration | 15% | - Desktop and third-party integrations - Connect SOAP and REST web services - Creating and customizing reports |
| Initial Setup and Configuration | 20% | - User administration and profiles - Global settings and message bases - Queues, routing, and assignment rules |
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
1. Which four statements are true about reports?
A) Published reports can be modified.
B) Reports must be exported manually in all interfaces.
C) After a report is published, the report data remains unchanged even as the knowledge base is updated.
D) Reports are not common across the interface.
E) The owner of a report remains the same even if the report is imported by some other user.
F) Reports are shared between interfaces.
G) All the permissions from an imported report remain unchanged after an export.
2. Which is an invalid data type?
A) Radio
B) Menu
C) Text field
D) Integer
E) Date/time
F) Text area
G) Float
3. Which four view modes are available in the Report Editor?
A) Graphical View
B) Database View
C) Report View
D) Data Set View
E) Layout View
F) Design View
4. The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which statement is true?
A) Because the system default is 15 minutes, it cannot be changed.
B) You can change the default value to 60 minutes by amending the Site Configuration > Configuration Settings value.
C) You can change the default value to 60 minutes by using Site Configuration > Session Timeout.
D) You can change the default value to 60 minutes by using File > Options > Session Expiration.
5. Which Oracle Service Cloud capability can assign chats based on language and product skills?
A) Engagement engine
B) Business rules
C) Syndicated chat
D) Advanced routing
Solutions:
| Question # 1 Answer: A,B,D,G | Question # 2 Answer: A | Question # 3 Answer: C,D,E,F | Question # 4 Answer: B | Question # 5 Answer: D |
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