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Oracle 1z1-981 Exam Syllabus Topics:

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

Question 1

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 exists, loading details from the contact found in the incident workspace
D. 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
E. If a contact record does not exist, creating a contact record as captured by an agent from customers

Question 2

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. Tuesday 11 AM
D. Saturday 6 PM

Question 3

Which three statements are true about Service Level Agreements?

A. They enable you to restrict what agents can view as part of navigation on the console.
B. They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.
C. They enable you to set the reports that are visible to an agent.
D. They enable you to specify the duration for which an incident can be kept in waiting status.
E. They enable you to set a timeline for an agent to respond to an incident.
F. They enable you to restrict the number of incidents raised by end users through various channels.

Question 4

Which two statements are true about Oracle Service Cloud accelerators?

A. They are code samples to show how integrations can be built by using the public integration capabilities of Oracle Service Cloud.
B. They
are available at http://www.oracle.com/technetwork.
C. The source files for all listed accelerators are available for download.
D. They are complete plug-and-play tools that can be used with Oracle Service Cloud in any client environment free of cost.
E. Oracle provides support for all accelerators.

Question 5

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

Solutions: