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Oracle 1z1-981 Exam Syllabus Topics:

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

1. Which four types are used by incidents queues?

A) LIFO
B) Advanced Routing
C) Round Robin (All)
D) Round Robin (Logged In)
E) FIFO
F) Standard
G) Quick

2. Which two statements are true about mailboxes?

A) Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.
B) The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.
C) The Dbtstatus utility is responsible for having incidents created after an email is sent to the Service Cloud mailbox.
D) Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.
E) Techmail is responsible for pulling emails from single or multiple mailboxes.

3. Which four statements are true about reports?

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

4. A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?

A) The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.
B) The profile to which the agent is assigned does not have a navigation set assigned.
C) The profile to which the agent is assigned does not have the incident workspace assigned.
D) The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
E) The profile to which the agent is assigned does not have the Interface Access check box selected.

5. Which two statements are true about chat surveys?

A) You can send a chat survey only while a customer is on the chat.
B) You can create a chat rule to pop up a transactional survey at the end of a chat session.
C) You can create a chat rule to email a transactional survey to a customer after a chat session.
D) You cannot link customer data back to the chat that is submitted.

Solutions: