Exam Name: Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials
Certification Provider: Oracle
Corresponding Certification: Oracle Service Cloud
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Oracle 1z0-981 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Automation and Process Models | 15% | - Agent guidance and assistance tools - Business rules and workflows - Custom Process Models (CPM) |
| Topic 2: Core Business Objects and Customization | 20% | - Custom objects, fields, and workspaces - Variables, standard text, and templates - 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: Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Architecture and core components - Service Console and Agent Desktop |
| Topic 5: Reporting, Analytics, and Integration | 15% | - Creating and customizing reports - Desktop and third-party integrations - Connect SOAP and REST web services |
| Topic 6: Knowledge Advanced and Chat Integration | 15% | - Knowledge base configuration - Engagement Cloud integration - Chat and co-browse setup |
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
Which three statements are true about add-ins?
- A. They can be added to the Custom Portal area of Oracle Service Cloud.
- B. They are the visual areas of Oracle Service Cloud Agent Desktop.
- C. They can be designed to create visual components and not perform any integrations.
- D. They are written in the C# .NET programming language with the templates provided by Oracle Service Cloud.
- E. They always run locally to access local data.
- F. They always run locally on the machines on which the desktop application runs.
Correct Answer: B,D,F 🗳️
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
Correct Answer: C,D,E,F 🗳️
A client requires you to set up chat and email as unlimited for an SLA. What must you do?
- A. Enter the value "Unlimited" in the chat and email fields.
- B. Leave both the chat and email fields limit as blank.
- C. Use the default values.
- D. Enter zero as the initial value for both fields.
Correct Answer: D 🗳️
Which three statements are true about the Custom Process Model (CPM) in Oracle Service Cloud?
- A. It can be triggered by an event that occurs even on a custom object.
- B. It is triggered by an event that occurs on the standard objects that are used by queues.
- C. It can be triggered by an event that occurs on community objects.
- D. It is a PHP script that executes only synchronously.
- E. It is triggered by an event that occurs on standard objects only.
- F. It is always triggered from business rules.
- G. It is also known as the Object Event Handler.
Correct Answer: A,C,G 🗳️
Which two statements are true about mailboxes?
- A. The Dbtstatus utility is responsible for having incidents created after an email is sent to the Service Cloud mailbox.
- B. Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.
- C. The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.
- D. Techmail is responsible for pulling emails from single or multiple mailboxes.
- E. Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.
Correct Answer: C,D 🗳️
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