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Oracle 1z0-981 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Cross-Channel Contact Center Fundamentals | - Channel configuration
|
| Routing and Work Distribution | - Agent assignment
|
| Reporting and Analytics | - Historical reporting
|
| Integration and Extensibility | - External system integration
|
| System Configuration and Administration | - Platform setup
|
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
Which three requirements can be implemented by using workspace rules?
- A. Dynamically setting the URL for browser control
- B. Calling an add-in
- C. Calling a CPM script
- D. Triggering escalation mails to the manager after the escalation time is over
- E. Prompting a customer care executive to dynamically open a guide
Correct Answer: A,B,E 🗳️
Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?
- A. If a contact record exists, loading details from the contact found in the incident workspace
- B. If a contact record does not exist, creating a contact record as captured by an agent from customers
- C. Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier
- D. Capturing all incident-associated CO data from customers
- E. Allowing an agent to switch between workspaces by clicking the "Select Workspace" button
Correct Answer: A,B,D 🗳️
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. Techmail is responsible for pulling emails from single or multiple mailboxes.
- C. The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.
- D. Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.
- E. Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.
Correct Answer: B,C 🗳️
Which two events can trigger Custom Process Models?
- A. Refresh
- B. OnSaveComplete
- C. Load
- D. Create
- E. Update
Correct Answer: D,E 🗳️
Which three statements are true about headers of custom process models?
- A. The header section needs to be uncommented during testing.
- B. The header section is always commented.
- C. They contain all possible events with the objects.
- D. They contain standard objects only.
- E. They contain the version number of the PHP script.
- F. They list only the events that are supported by the code implementation.
- G. The/QDntain the version number of the Connect Common Object Model.
Correct Answer: B,D,F 🗳️
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