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

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

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

2. Which five actions should you perform to configure advanced routing?

A) Add product and category fields to the Live Help page of the Customer Portal.
B) Define products and categories.
C) Assign advanced routing permissions to a profile.
D) Create an advanced routing incident queue.
E) Configure collaboration with external users who are not agent desktop users.
F) Add Access Control to a navigation set.
G) Assign guided assistance permission to a profile.
H) Create and activate a rule to route incidents to the advanced routing incident queue.

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

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

4. What would you use for repetitive text with a single point of maintenance for any changes to the text?

A) Custom object field
B) Merge field
C) Custom field
D) Variable

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

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

Solutions: