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

1. Which three features can be configured in advanced routing?

A) Skill relaxation
B) Queue overflow
C) Skill time
D) Queue limit
E) Queue prioritization
F) Queue segregation

2. Your customer has designed a guide to explain in detail to end users how to apply for a career guidance program. The customer wants this guide to be placed on the Customer Portal pages and a survey to be opened when an option in this guide is selected.
Which survey type would you use?

A) Transactional survey in rules
B) Website link survey
C) Polling survey
D) Broadcast survey

3. Which is a sample object query?

A) SELECT Incident.ReferenceNumber, Incident.PrimaryContact-Contact.* FROM Incident;
B) SELECT C.Name.First FROM Contact C WHERE C.Name.First like ,C%';
C) SELECT 0.Contacts FROM Organization O WHERE O-ID = 1;
D) SELECT ID FROM Contact WHERE Contact-Name.First like 'Chris' AND
Contact.Address.City='Bozeman';

4. 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

5. 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) Reports are shared between interfaces.
C) All the permissions from an imported report remain unchanged after an export.
D) Published reports can be modified.
E) After a report is published, the report data remains unchanged even as the knowledge base is updated.
F) Reports are not common across the interface.
G) Reports must be exported manually in all interfaces.

Solutions: