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

1. Which five actions should you perform to configure advanced routing?

A) Define products and categories.
B) Add Access Control to a navigation set.
C) Create and activate a rule to route incidents to the advanced routing incident queue.
D) Create an advanced routing incident queue.
E) Assign guided assistance permission to a profile.
F) Assign advanced routing permissions to a profile.
G) Configure collaboration with external users who are not agent desktop users.
H) Add product and category fields to the Live Help page of the Customer Portal.

2. Which two types of joins are available in analytics?

A) Inner
B) Outer LTD) External
C) Intersection
D) Peripheral
E) Internal

3. A client requires you to set up chat and email as unlimited for an SLA. What must you do?

A) Use the default values.
B) Enter zero as the initial value for both fields.
C) Enter the value "Unlimited" in the chat and email fields.
D) Leave both the chat and email fields limit as blank.

4. Which six actions initiate the business rules engine to run their configured logic?

A) An agent creates or edits an answer.
B) An administrator compiles the rules engine.
C) An agent edits an opportunity.
D) An agent views the rule log.
E) A customer adds more information to their incident via the end-user pages.
F) A customer updates contact details via the end-user pages.
G) The rules engine is updated.
H) An agent runs an incident report.
I) An agent edits contacts, incidents, organizations, or tasks.
J) A customer creates an incident in the end user portal.

5. Which two events can trigger Custom Process Models?

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

Solutions: