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Oracle 1z1-981 Exam Syllabus Topics:

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

1. You are creating custom fields and enter a column name. However, you receive an error when you try to save it.
Identify three reasons for this.

A) The column name contains a dollar symbol.
B) The column name contains a punctuation.
C) The column name starts with a lowercase alphabet.
D) The column name contains a space.
E) The column name contains an underscore.
F) The column name starts with a number.

2. Which two statements are true about mailboxes?

A) Techmail is responsible for pulling emails from single or multiple mailboxes.
B) Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.
C) The Dbtstatus utility is responsible for having incidents created after an email is sent to the Service Cloud mailbox.
D) The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.
E) Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.

3. You are working on complete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?

A) Guided assistance
B) Agent scripts
C) Intent guide
D) Business rules
E) Custom process model

4. Which statement is true about the JavaScript API?

A) It comes with in-built exception handling.
B) It cannot be used in Custom Object workspaces.
C) It is available when you use the Connect Common Object Model CCOM for API operations.
D) It Is available as JavaScript objects and can be exposed through browser controls in a workspace.

5. A customer has defined Service Intervals at the interface level (Response Requirements) as Monday to Friday (10-17 hours) and at the SLA LI level as Monday to Saturday (10-18 hours) with a response time of 6 hours.
An incident arrives on Friday at 7 PM and is applied to the SLA LI instance.
What is the response due time?

A) Tuesday 11 AM
B) Monday 10 AM
C) Saturday 6 PM
D) Saturday 4 PM

Solutions: