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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 wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?

A. Enable the engagement engine.
B. Select the Chat check box that is associated with an agent's staff account.
C. Select the Pull Chat check box in the chat profile.
D. Select the corresponding pull policy.
E. Configure advanced routing.

Question #2
Which three statements are true about add-ins?

A. They are written in the C# .NET programming language with the templates provided by Oracle Service Cloud.
B. They can be designed to create visual components and not perform any integrations.
C. They always run locally to access local data.
D. They are the visual areas of Oracle Service Cloud Agent Desktop.
E. They always run locally on the machines on which the desktop application runs.
F. They can be added to the Custom Portal area of Oracle Service Cloud.

Question #3
You are working on complete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?

A. Business rules
B. Agent scripts
C. Guided assistance
D. Custom process model
E. Intent guide

Question #4
The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which statement is true?

A. You can change the default value to 60 minutes by using Site Configuration > Session Timeout.
B. Because the system default is 15 minutes, it cannot be changed.
C. You can change the default value to 60 minutes by amending the Site Configuration > Configuration Settings value.
D. You can change the default value to 60 minutes by using File > Options > Session Expiration.

Question #5
Which five actions should you perform to configure advanced routing?

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

Solutions: