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

1. Which two events can trigger Custom Process Models?

A) Refresh
B) OnSaveComplete
C) Create
D) Load
E) Update

2. 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

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

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

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

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

5. Which statement is true about the JavaScript API?

A) It cannot be used in Custom Object workspaces.
B) It is available when you use the Connect Common Object Model CCOM for API operations.
C) It Is available as JavaScript objects and can be exposed through browser controls in a workspace.
D) It comes with in-built exception handling.

Solutions: