Exam Name: Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials
Certification Provider: Oracle
Corresponding Certification: Oracle Service Cloud
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Oracle 1z1-981 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Reporting, Analytics, and Integration | 15% | - Desktop and third-party integrations - Connect SOAP and REST web services - Creating and customizing reports |
| Automation and Process Models | 15% | - Custom Process Models (CPM) - Agent guidance and assistance tools - Business rules and workflows |
| Core Business Objects and Customization | 20% | - Custom objects, fields, and workspaces - Incidents, contacts, and organizations - Variables, standard text, and templates |
| Initial Setup and Configuration | 20% | - User administration and profiles - Queues, routing, and assignment rules - Global settings and message bases |
| Knowledge Advanced and Chat Integration | 15% | - Chat and co-browse setup - Engagement Cloud integration - Knowledge base configuration |
| Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Architecture and core components - Service Console and Agent Desktop |
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
What must you set to enable the email channel?
- A. EGW_SAVE_EMAIL_HEADERS
- B. EGW_ENABLED
- C. EGW_AUTO_CONT_CREATE
- D. EGW_SECURE_UPDATE_ENABLED
- E. EGW_UPDATE_BY_CREATE
Correct Answer: B 🗳️
Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?
- A. Capturing all incident-associated CO data from customers
- B. Allowing an agent to switch between workspaces by clicking the "Select Workspace" button
- C. If a contact record does not exist, creating a contact record as captured by an agent from customers
- D. If a contact record exists, loading details from the contact found in the incident workspace
- E. Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier
Correct Answer: A,C,D 🗳️
A customer has defined Service Intervals at the interface level (Response Requirements) as Monday to Friday (10-17 hours) and at the SLA LI level as Monday to Saturday (10-18 hours) with a response time of 6 hours.
An incident arrives on Friday at 7 PM and is applied to the SLA LI instance.
What is the response due time?
- A. Monday 10 AM
- B. Saturday 4 PM
- C. Saturday 6 PM
- D. Tuesday 11 AM
Correct Answer: B 🗳️
When an incident is opened, your customer wants to have different workspaces opened based on the products selected in the "Ask a Question" form on the Customer Portal pages.
Which three elements are necessary to design the workflow?
- A. Load
- B. Set Fields
- C. Entry Point
- D. Decision
- E. Return
- F. Workspace
Correct Answer: C,D,F 🗳️
You want your system to offer a chat invitation to any customer who spends at least two minutes on a specific web page.
What should you use?
- A. proactive chat widget
- B. business rules
- C. syndicate chat widget
- D. configuration settings
Correct Answer: C 🗳️
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