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Oracle 1z1-981 Exam Syllabus Topics:

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

Question 1

Which three requirements can be implemented by using workspace rules?

A. Calling an add-in
B. Dynamically setting the URL for browser control
C. Prompting a customer care executive to dynamically open a guide
D. Triggering escalation mails to the manager after the escalation time is over
E. Calling a CPM script

Question 2

Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.

A. No return events are listed in the incident workflow for the script to use.
B. The script beginning and ending buttons are not enabled for the script pages.
C. No exit or finished event is being triggered on the script pages.
D. The agents are not able to get to the pages where they can end the script.

Question 3

Which five actions should you perform to configure advanced routing?

A. Configure collaboration with external users who are not agent desktop users.
B. Assign advanced routing permissions to a profile.
C. Create an advanced routing incident queue.
D. Assign guided assistance permission to a profile.
E. Create and activate a rule to route incidents to the advanced routing incident queue.
F. Add product and category fields to the Live Help page of the Customer Portal.
G. Define products and categories.
H. Add Access Control to a navigation set.

Question 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. Tuesday 11 AM
B. Saturday 4 PM
C. Monday 10 AM
D. Saturday 6 PM

Question 5

Which two statements are true about the Organization object in Service Cloud?

A. It is widely used in Business-to-Business scenarios.
B. It can be associated with incidents directly.
C. It has a one-to-one relation with contacts.
D. It is required to create an incident.
E. It has a one-to-many relation with contacts.

Solutions: