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

1. 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.

2. 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

3. 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.

4. 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.

5. 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.

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