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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. 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.

3. Which four types are used by incidents queues?

A) Round Robin (Logged In)
B) FIFO
C) Quick
D) Standard
E) Round Robin (All)
F) Advanced Routing
G) LIFO

4. Which two statements are true when working with add-ins in a Custom Object workspace?

A) IGenericObject is the interface that is available with the Connect Common Object Model (CCOM) API for custom objects.
B) You cannot obtain a custom object instance directly by using the add-in API. You need to use the Connect web service for SOAP again for the, same.
C) IGenericObject is the interface that is available with the add-in API for custom objects.
D) It is not possible to automate anything by using an add-in framework in a Custom Object workspace.
E) Using the record context, you can obtain an instance of a custom object by passing the package name and object name.

5. Which four statements are true about incident rules?

A) A catch-all escalation action has no impact on incident rules.
B) A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
C) Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
D) Incident rules should have one rule state.
E) Incident rules should have a minimum of two rule states.
F) All incident rules should have an action to transit from the initial state to another state.
G) A catch-all rule has no impact on incident rules.

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