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Oracle 1z1-981 Exam Syllabus Topics:

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

1. Your customer has designed a guide to explain in detail to end users how to apply for a career guidance program. The customer wants this guide to be placed on the Customer Portal pages and a survey to be opened when an option in this guide is selected.
Which survey type would you use?

A) Website link survey
B) Broadcast survey
C) Polling survey
D) Transactional survey in rules

2. How frequently does Oracle release a new version of a product?

A) Once in three months
B) Every month
C) Once in four months
D) Once in six months

3. 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.

4. Your customer wants an incident survey to be reopened automatically if it does not meet the minimum score.
Which three actions should you perform to meet this requirement?

A) Create a report for the survey scores.
B) Write a business rule to reopen the case.
C) Create a transactional survey.
D) Schedule the survey on a daily basis.
E) Assign scores to the survey questions and set the status field based on the responses.
F) Create a polling survey.

5. In a contact center setup, there are certain custom objects, such as Asset Repair records, that the contact center agents should be able to update only when the supervisor creates a record for them. The contact center agents should not be allowed to perform creation and deletion operations.
How can this be done?

A) by creating the Contact Center Agents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions
B) by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object
C) by configuring settings at the time of creation of the custom object
D) by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object

Solutions: