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

1. Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?

A) If a contact record does not exist, creating a contact record as captured by an agent from customers
B) Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier
C) If a contact record exists, loading details from the contact found in the incident workspace
D) Allowing an agent to switch between workspaces by clicking the "Select Workspace" button
E) Capturing all incident-associated CO data from customers

2. Which four view modes are available in the Report Editor?

A) Report View
B) Layout View
C) Graphical View
D) Data Set View
E) Design View
F) Database View

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

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

4. Which two statements are true about generic objects?

A) They belong to a stand-alone class that is not derived from an RN object.
B) They require the type of data to be set dynamically.
C) They automatically consider a package to consist of custom objects.
D) They can be used with standard objects.
E) They are used when working with custom objects only.

5. Which two statements are true about Oracle Service Cloud accelerators?

A) They are code samples to show how integrations can be built by using the public integration capabilities of Oracle Service Cloud.
B) The source files for all listed accelerators are available for download.
C) They are complete plug-and-play tools that can be used with Oracle Service Cloud in any client environment free of cost.
D) Oracle provides support for all accelerators.
E) They
are available at http://www.oracle.com/technetwork.

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