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Oracle 1z1-981 Exam Syllabus Topics:

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

Question 1

Which three statements are true about navigation sets?

A. Using navigation sets, you can define what new objects can be created by using the File menu.
B. Using navigation sets, you can configure whether to show the Recent Items navigation pane or not.
C. Using navigation sets, you can configure which quick search reports can be seen.
D. The same navigation set can be set for different interfaces.
E. Using navigation sets, you can define what quick links can be seen when navigating File > Link.
F. Using navigation sets, you can configure whether to show the Home navigation pane or not.

Question 2

In your company, Oracle Service Cloud has workspaces where there are multiple reports and browser controls embedded for various requirements. You receive a complaint that the initial loading of the workspaces is very slow.
What is the quickest solution to speed up incident workspace loading?

A. Creating multiple workspaces per business function and assigning to different profiles
B. Placing objects on different tabs and splitting the loading across multiple tabs
C. Utilizing workflows and splitting functionality into more than one workspace
D. Removing fields in the workspaces

Question 3

What are the three different types of pull policy for queues?

A. Advanced
B. Manual
C. First Due
D. Round Robin
E. Strict Priority
F. Standard

Question 4

A client requires you to set up chat and email as unlimited for an SLA. What must you do?

A. Enter zero as the initial value for both fields.
B. Enter the value "Unlimited" in the chat and email fields.
C. Use the default values.
D. Leave both the chat and email fields limit as blank.

Question 5

You are working on complete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?

A. Guided assistance
B. Custom process model
C. Business rules
D. Intent guide
E. Agent scripts

Solutions: