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1. 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 Permissions > Service 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 configuring settings at the time of creation of the custom object
D) by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object

2. In which two scenarios would you use multiple interfaces?

A) When your business operates in different lines of business
B) When multiple languages need to be supported
C) When new business processes need to be supported other than the standard contact center
D) When you need multiple channels enabled such as email, chat, and web self-service
E) When your portal needs the support of different channels for login

3. Which two statements are true about Oracle Service Cloud accelerators?

A) They
are available at http://www.oracle.com/technetwork.
B) They are complete plug-and-play tools that can be used with Oracle Service Cloud in any client environment free of cost.
C) They are code samples to show how integrations can be built by using the public integration capabilities of Oracle Service Cloud.
D) The source files for all listed accelerators are available for download.
E) Oracle provides support for all accelerators.

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

5. Which six actions can have a null value?

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

問題與答案：