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

1. For which three reasons should you recommend using workflows?

A) They can sort incidents raised by a contact.
B) They reduce human error.
C) They guide agents through complex customer interactions and data updates.
D) They help customers find relevant knowledge answers.
E) They promote efficiency.

2. Your customer wants an incident survey to be reopened automatically if it does not meet the minimum score.
Which three actions should you perform to meet this requirement?

A) Create a transactional survey.
B) Create a report for the survey scores.
C) Create a polling survey.
D) Assign scores to the survey questions and set the status field based on the responses.
E) Write a business rule to reopen the case.
F) Schedule the survey on a daily basis.

3. A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?

A) The profile to which the agent is assigned does not have the Interface Access check box selected.
B) The profile to which the agent is assigned does not have a navigation set assigned.
C) The profile to which the agent is assigned does not have the incident workspace assigned.
D) The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
E) The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.

4. Which three requirements can be implemented by using workspace rules?

A) Prompting a customer care executive to dynamically open a guide
B) Dynamically setting the URL for browser control
C) Triggering escalation mails to the manager after the escalation time is over
D) Calling an add-in
E) Calling a CPM script

5. You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?

A) Update custom fields with the changed address and phone numbers.
B) Create custom fields for the address and phone numbers.
C) Create the standard text with the current address and phone numbers.
D) Update variables with the changed address and phone numbers.
E) Create variables with the current address and phone numbers.
F) Update the standard text with the changed address and phone numbers.

Solutions: