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Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
1. Which Oracle Service Cloud capability can assign chats based on language and product skills?
A) Engagement engine
B) Syndicated chat
C) Business rules
D) Advanced routing
2. How frequently does Oracle release a new version of a product?
A) Every month
B) Once in four months
C) Once in six months
D) Once in three months
3. A customer has defined Service Intervals at the interface level (Response Requirements) as Monday to Friday (10-17 hours) and at the SLA LI level as Monday to Saturday (10-18 hours) with a response time of 6 hours.
An incident arrives on Friday at 7 PM and is applied to the SLA LI instance.
What is the response due time?
A) Saturday 4 PM
B) Tuesday 11 AM
C) Saturday 6 PM
D) Monday 10 AM
4. Which three functions are not part of the math group of functions?
A) lower
B) round
C) power
D) bitand
E) to_number
F) length
G) ceiling
H) rand
I) floor
J) truncate
5. An agent is assigned a profile PI that is configured with three incident queues: q1, q2, and q3, and the pull policy is set to Manual. Which statement is true?
A) Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.
B) Agents can use the Fill Inbox functionality to select any of the three queues.
C) Agents cannot use the Fill Inbox functionality because the pull policy is manual.
D) Agents will get incidents only from the ql queue.
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: A,E,F | Question # 5 Answer: B |
