Last Updated: Oct 08, 2026
No. of Questions: 73 Questions & Answers with Testing Engine
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Core Business Objects and Customization | 20% | - Custom objects, fields, and workspaces - Variables, standard text, and templates - Incidents, contacts, and organizations |
| Topic 2: Knowledge Advanced and Chat Integration | 15% | - Engagement Cloud integration - Knowledge base configuration - Chat and co-browse setup |
| Topic 3: Reporting, Analytics, and Integration | 15% | - Desktop and third-party integrations - Connect SOAP and REST web services - Creating and customizing reports |
| Topic 4: Automation and Process Models | 15% | - Agent guidance and assistance tools - Business rules and workflows - Custom Process Models (CPM) |
| Topic 5: Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Architecture and core components - Service Console and Agent Desktop |
| Topic 6: Initial Setup and Configuration | 20% | - Queues, routing, and assignment rules - Global settings and message bases - User administration and profiles |
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The Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials blueprint centers on these domains:
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According to current exam information, the 1z1-981 exam presents 72 questions within a 120 minutes-minute limit. Timed practice sessions are the simplest way to make that constraint feel familiar before the real day.
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Oracle publishes the following prerequisites for the Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials: No mandatory prerequisites; recommended 6+ months of hands-on implementation experience with Oracle Service Cloud / Cross-Channel Contact Center Cloud.
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At present, passing the 1z1-981 exam requires a score of 63%, and registration costs USD 245. Both are Oracle's figures and subject to change — verify them on the official site when booking.
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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?
Correct Answer: B 🗳️
A client requires you to set up chat and email as unlimited for an SLA. What must you do?
Correct Answer: C 🗳️
Which three statements are true about Service Level Agreements?
Correct Answer: A,B,F 🗳️
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?
Correct Answer: C,D,E 🗳️
Which six actions can have a null value?
Correct Answer: C,D,F,I,J 🗳️
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