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

1. Which two statements are true about a disposition?

A) It can be linked to categories.
B) It can be set to a maximum depth of three in hierarchy levels.
C) It can be made visible on the Customer Portal.
D) It can be linked to products.
E) It helps to identify the root cause of an incident.

2. 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.

3. Which two REST API calls can be used to retrieve account information with ID 3?

A) https://yoursite.domain/services/rest/connect /v1.3/accounts_ID/3
B) https://yoursite.domain/services/rest/connect /latest/accounts/3
C) https://yoursite.domain/services/rest/connect /latest/accounts/ID/3
D) https://yoursite.domain/services/rest/connect /latest/accounts_ID/3
E) https://yoursite.domain/services/rest/connect /v1.3/accounts/ID/3
F) https://yoursite.domain/services/rest/connect /v1.3/accounts/3

4. An agent tries to open an incident from his or her recent items.
Which three components determine what appears to the agent on opening an incident record?

A) Profile functional permissions
B) Profile workspace assignment
C) SLAs
D) Configuration settings
E) Profile navigation assignment
F) Workspace rules

5. 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.

Solutions: