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

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

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

3. Which three statements are true about Service Level Agreements?

A) They enable you to specify the duration for which an incident can be kept in waiting status.
B) They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.
C) They enable you to set the reports that are visible to an agent.
D) They enable you to restrict the number of incidents raised by end users through various channels.
E) They enable you to restrict what agents can view as part of navigation on the console.
F) They enable you to set a timeline for an agent to respond to an incident.

4. An agent tries to open an incident from his or her recent items.
Which three components determine what appears to the agent on opening an incident record?

A) SLAs
B) Workspace rules
C) Profile functional permissions
D) Profile navigation assignment
E) Profile workspace assignment
F) Configuration settings

5. Which six actions can have a null value?

A) Set Category
B) Set Agent
C) Set Fields
D) Set SLAs
E) Set Status
F) Set Disposition
G) Set Product
H) Set Assigned
I) Set Queue
J) Set Mailbox

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