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

1. You make some changes to a message template.
Which statement is true about applying this change across multiple interfaces?

A) You need to copy and paste the source code across the multiple interfaces.
B) The change is reflected across all interfaces by default.
C) You need to use the export and import option.
D) You need to re-create the message template across the multiple interfaces.

2. Which four view modes are available in the Report Editor?

A) Graphical View
B) Report View
C) Data Set View
D) Layout View
E) Design View
F) Database View

3. You find that the chat agent is not receiving chat messages, even though the agent is logged in. Which two actions can help resolve this problem?

A) Fixing the chat workspace
B) Clicking Request Chat on the Live Media bar
C) Requesting Chat from File > Options > View Options
D) Deselecting the Pull Chat check box in the agent's profile
E) Configuring advanced routing

4. How can you set a preference that is local to your machine?

A) By selecting File > Options
B) By selecting Navigation pane > Configuration > Staff Management > Profiles
C) By selecting File > Configuration
D) By selecting File > Settings

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

Solutions: