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Oracle 1z1-981 Exam Syllabus Topics:

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

Question 1

Which four types are used by incidents queues?

A. LIFO
B. Round Robin (All)
C. Advanced Routing
D. Standard
E. Quick
F. Round Robin (Logged In)
G. FIFO

Question 2

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

Question 3

You make some changes to a message template.
Which statement is true about applying this change across multiple interfaces?

A. The change is reflected across all interfaces by default.
B. You need to copy and paste the source code across the multiple interfaces.
C. You need to re-create the message template across the multiple interfaces.
D. You need to use the export and import option.

Question 4

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 5

You make some changes to your message template and deploy it globally, but the deployed status continues to show as pending.
What would you do to resolve this?

A. Enable the global template.
B. Accept the changes.
C. Save the deployment.
D. Validate the template.

Solutions: