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Oracle 1z1-981 Exam Syllabus Topics:

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

1. Which five actions should you perform to configure advanced routing?

A) Assign guided assistance permission to a profile.
B) Assign advanced routing permissions to a profile.
C) Define products and categories.
D) Add product and category fields to the Live Help page of the Customer Portal.
E) Configure collaboration with external users who are not agent desktop users.
F) Add Access Control to a navigation set.
G) Create an advanced routing incident queue.
H) Create and activate a rule to route incidents to the advanced routing incident queue.

2. In a contact center setup, there are certain custom objects, such as Asset Repair records, that the contact center agents should be able to update only when the supervisor creates a record for them. The contact center agents should not be allowed to perform creation and deletion operations.
How can this be done?

A) by creating the Contact Center Agents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions
B) by configuring settings at the time of creation of the custom object
C) by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object
D) by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object

3. Which three statements are true about Service Level Agreements?

A) They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.
B) They enable you to set a timeline for an agent to respond to an incident.
C) They enable you to restrict the number of incidents raised by end users through various channels.
D) They enable you to restrict what agents can view as part of navigation on the console.
E) They enable you to set the reports that are visible to an agent.
F) They enable you to specify the duration for which an incident can be kept in waiting status.

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 on community objects.
B) It is a PHP script that executes only synchronously.
C) It is always triggered from business rules.
D) It can be triggered by an event that occurs even on a custom object.
E) It is also known as the Object Event Handler.
F) It is triggered by an event that occurs on standard objects only.
G) It is triggered by an event that occurs on the standard objects that are used by queues.

5. You are creating custom fields and enter a column name. However, you receive an error when you try to save it.
Identify three reasons for this.

A) The column name contains a punctuation.
B) The column name starts with a number.
C) The column name starts with a lowercase alphabet.
D) The column name contains a space.
E) The column name contains an underscore.
F) The column name contains a dollar symbol.

Solutions: