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Oracle 1z0-981 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Integration and Extensibility | - External system integration
|
| Topic 2: System Configuration and Administration | - Platform setup
|
| Topic 3: Cross-Channel Contact Center Fundamentals | - Contact center architecture and components
|
| Topic 4: Routing and Work Distribution | - Agent assignment
|
| Topic 5: Reporting and Analytics | - Performance monitoring
|
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
1. Which four statements are true about reports?
A) The owner of a report remains the same even if the report is imported by some other user.
B) After a report is published, the report data remains unchanged even as the knowledge base is updated.
C) Reports must be exported manually in all interfaces.
D) Reports are shared between interfaces.
E) Published reports can be modified.
F) All the permissions from an imported report remain unchanged after an export.
G) Reports are not common across the interface.
2. Which four statements are true about incident rules?
A) Incident rules should have a minimum of two rule states.
B) A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
C) Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
D) All incident rules should have an action to transit from the initial state to another state.
E) A catch-all rule has no impact on incident rules.
F) Incident rules should have one rule state.
G) A catch-all escalation action has no impact on incident rules.
3. 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) Business rules
C) Agent scripts
D) Intent guide
E) Custom process model
4. 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) Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.
C) Techmail is responsible for pulling emails from single or multiple mailboxes.
D) The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.
E) Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.
5. What are three required sections for Custom Process Models?
A) Header
B) Code containing custom business logic
C) Test harness
D) Test script
E) Footer
F) Code containing integration with external systems
Solutions:
| Question # 1 Answer: C,E,F,G | Question # 2 Answer: B,C,D,F | Question # 3 Answer: B,E | Question # 4 Answer: C,D | Question # 5 Answer: A,B,C |
