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Oracle 1z1-981 Exam Syllabus Topics:

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

1. Which three features can be configured in advanced routing?

A) Queue segregation
B) Skill relaxation
C) Skill time
D) Queue prioritization
E) Queue overflow
F) Queue limit

2. In a contact center setup, there are certain custom objects, such as Asset Repair records, that the contact center agents should be able to update only when the supervisor creates a record for them. The contact center agents should not be allowed to perform creation and deletion operations.
How can this be done?

A) by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object
B) by creating the Contact Center Agents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions
C) by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object
D) by configuring settings at the time of creation of the custom object

3. Which two statements are true about the Organization object in Service Cloud?

A) It has a one-to-one relation with contacts.
B) It is required to create an incident.
C) It is widely used in Business-to-Business scenarios.
D) It can be associated with incidents directly.
E) It has a one-to-many relation with contacts.

4. What are the three different types of pull policy for queues?

A) Round Robin
B) Standard
C) Manual
D) Advanced
E) Strict Priority
F) First Due

5. Which two statements are true about safe mode in relation to add-ins?

A) It is a profile setting that must be enabled for a profile.
B) It allows an agent desktop to log in to the application with local add-in files.
C) It is enabled automatically if the previous shutdown of the agent desktop application did not happen normally.
D) It allows an agent desktop to log in to the application without any add-ins.
E) It is a setting that must be enabled at the interface level.

Solutions: