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Oracle 1z1-981 Exam Syllabus Topics:

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

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

2. Which four statements are true about incident rules?

A) Incident rules should have a minimum of two rule states.
B) Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
C) A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
D) A catch-all escalation action has no impact on incident rules.
E) All incident rules should have an action to transit from the initial state to another state.
F) A catch-all rule has no impact on incident rules.
G) Incident rules should have one rule state.

3. Which two statements are true about a disposition?

A) It can be linked to categories.
B) It can be set to a maximum depth of three in hierarchy levels.
C) It helps to identify the root cause of an incident.
D) It can be made visible on the Customer Portal.
E) It can be linked to products.

4. Your customer wants an incident survey to be reopened automatically if it does not meet the minimum score.
Which three actions should you perform to meet this requirement?

A) Write a business rule to reopen the case.
B) Create a transactional survey.
C) Assign scores to the survey questions and set the status field based on the responses.
D) Create a report for the survey scores.
E) Schedule the survey on a daily basis.
F) Create a polling survey.

5. Which two are non-CRUD operations?

A) UpdateResponseMsg = Binding.Update(RNObject[] Objects, UpdateProcessingOptions ProcessingOptions);
B) RNObject[] = Binding.Create(RNObject[] Objects, CreateProcessingOptions Options);
C) CSVTableSet = Binding.QueryCSV(string Query, int PageSize, string Delimiter, bool
D) ReturnRawResult, bool DisableMTOM, out byte[] FileData);
RNObject[] rnObjects = _client.Get(clientlnfoHeader, objects, options);
E) CSVTableSet results = RunAnalyticsReport(AnalyticsReport ReportObject, int Limit, int Start, string Delimiter, bool ReturnRawResult, bool DisableMTOM, out byte[] FileData);
F) ResetContactPasswordResponseMsg = Binding.ResetContactPassword(ID ContactID);

Solutions: