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

1. A client requires you to set up chat and email as unlimited for an SLA. What must you do?

A) Leave both the chat and email fields limit as blank.
B) Enter zero as the initial value for both fields.
C) Enter the value "Unlimited" in the chat and email fields.
D) Use the default values.

2. Which two statements are true about mailboxes?

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

3. You make some changes to your message template and deploy it globally, but the deployed status continues to show as pending.
What would you do to resolve this?

A) Validate the template.
B) Enable the global template.
C) Accept the changes.
D) Save the deployment.

4. Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.

A) No return events are listed in the incident workflow for the script to use.
B) No exit or finished event is being triggered on the script pages.
C) The agents are not able to get to the pages where they can end the script.
D) The script beginning and ending buttons are not enabled for the script pages.

5. A client requires you to set up chat and email as unlimited for an SLA. What must you do?

A) Leave both the chat and email fields limit as blank.
B) Enter zero as the initial value for both fields.
C) Enter the value "Unlimited" in the chat and email fields.
D) Use the default values.

Solutions: