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Oracle 1z0-981 Exam Syllabus Topics:

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

Question 1

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

Question 2

Which is a sample object query?

A. SELECT ID FROM Contact WHERE Contact-Name.First like 'Chris' AND
Contact.Address.City='Bozeman';
B. SELECT C.Name.First FROM Contact C WHERE C.Name.First like ,C%';
C. SELECT 0.Contacts FROM Organization O WHERE O-ID = 1;
D. SELECT Incident.ReferenceNumber, Incident.PrimaryContact-Contact.* FROM Incident;

Question 3

What would you use for repetitive text with a single point of maintenance for any changes to the text?

A. Merge field
B. Custom object field
C. Custom field
D. Variable

Question 4

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. Tuesday 11 AM
D. Saturday 4 PM

Question 5

You find that the chat agent is not receiving chat messages, even though the agent is logged in. Which two actions can help resolve this problem?

A. Fixing the chat workspace
B. Clicking Request Chat on the Live Media bar
C. Configuring advanced routing
D. Deselecting the Pull Chat check box in the agent's profile
E. Requesting Chat from File > Options > View Options

Solutions: