Oracle 1z1-981 : Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials

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Oracle 1z1-981 Exam Syllabus Topics:

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

1. For which three reasons should you recommend using workflows?

A) They guide agents through complex customer interactions and data updates.
B) They can sort incidents raised by a contact.
C) They promote efficiency.
D) They help customers find relevant knowledge answers.
E) They reduce human error.

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 6 PM
C) Saturday 4 PM
D) Tuesday 11 AM

3. In a contact center setup, there are certain custom objects, such as Asset Repair records, that the contact center agents should be able to update only when the supervisor creates a record for them. The contact center agents should not be allowed to perform creation and deletion operations.
How can this be done?

A) by creating the Contact Center Agents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions
B) by configuring settings at the time of creation of the custom object
C) by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object
D) by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object

4. Which three functions are not part of the math group of functions?

A) truncate
B) floor
C) round
D) rand
E) lower
F) power
G) ceiling
H) bitand
I) to_number
J) length

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

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

Solutions: