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

1. Which four view modes are available in the Report Editor?

A) Database View
B) Data Set View
C) Report View
D) Graphical View
E) Design View
F) Layout View

2. Which four statements are true about incident rules?

A) A catch-all escalation action has no impact on incident rules.
B) Incident rules should have one rule state.
C) Incident rules should have a minimum of two rule states.
D) A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
E) All incident rules should have an action to transit from the initial state to another state.
F) Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
G) A catch-all rule has no impact on incident rules.

3. For which three reasons should you recommend using workflows?

A) They help customers find relevant knowledge answers.
B) They can sort incidents raised by a contact.
C) They promote efficiency.
D) They guide agents through complex customer interactions and data updates.
E) They reduce human error.

4. Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?

A) Select the Chat check box that is associated with an agent's staff account.
B) Enable the engagement engine.
C) Select the Pull Chat check box in the chat profile.
D) Select the corresponding pull policy.
E) Configure advanced routing.

5. You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?

A) Update variables with the changed address and phone numbers.
B) Update custom fields with the changed address and phone numbers.
C) Create variables with the current address and phone numbers.
D) Update the standard text with the changed address and phone numbers.
E) Create the standard text with the current address and phone numbers.
F) Create custom fields for the address and phone numbers.

Solutions: