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

1. Which three statements are true about navigation sets?

A) Using navigation sets, you can configure which quick search reports can be seen.
B) Using navigation sets, you can define what new objects can be created by using the File menu.
C) Using navigation sets, you can define what quick links can be seen when navigating File > Link.
D) The same navigation set can be set for different interfaces.
E) Using navigation sets, you can configure whether to show the Recent Items navigation pane or not.
F) Using navigation sets, you can configure whether to show the Home navigation pane or not.

2. Which two types of joins are available in analytics?

A) Internal
B) Intersection
C) Inner
D) Peripheral
E) Outer LTD) External

3. A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?

A) The profile to which the agent is assigned does not have a navigation set assigned.
B) The profile to which the agent is assigned does not have the incident workspace assigned.
C) The profile to which the agent is assigned does not have the Interface Access check box selected.
D) The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.
E) The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.

4. Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?

A) If a contact record exists, loading details from the contact found in the incident workspace
B) Capturing all incident-associated CO data from customers
C) If a contact record does not exist, creating a contact record as captured by an agent from customers
D) Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier
E) Allowing an agent to switch between workspaces by clicking the "Select Workspace" button

5. Which two statements are true about the Organization object in Service Cloud?

A) It has a one-to-many relation with contacts.
B) It is required to create an incident.
C) It is widely used in Business-to-Business scenarios.
D) It has a one-to-one relation with contacts.
E) It can be associated with incidents directly.

Solutions: