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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. Which five practices deliver maximum reporting performance?

A) Using the like operator instead of the complex expression operator
B) Filtering on expressions and not on simple columns
C) Using outer joins rather than inner joins when possible
D) Filtering on simple columns and not on expressions
E) Providing default values for runtime filters
F) Using index custom fields as filters
G) Using fixed filters whenever possible
H) Using the complex expression operator instead of the like operator
I) Configuring many-to-many joins
J) Filtering on standard fields that are indexed
K) Providing values for runtime filters

3. Which two statements are true about safe mode in relation to add-ins?

A) It allows an agent desktop to log in to the application without any add-ins.
B) It is enabled automatically if the previous shutdown of the agent desktop application did not happen normally.
C) It is a profile setting that must be enabled for a profile.
D) It allows an agent desktop to log in to the application with local add-in files.
E) It is a setting that must be enabled at the interface level.

4. 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.

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) 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.

Solutions: