Oracle 1z1-981 Exam : Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials

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Oracle 1z1-981 Exam Syllabus Topics:

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

Question 1

Your customer has designed a guide to explain in detail to end users how to apply for a career guidance program. The customer wants this guide to be placed on the Customer Portal pages and a survey to be opened when an option in this guide is selected.
Which survey type would you use?

A. Transactional survey in rules
B. Polling survey
C. Broadcast survey
D. Website link survey

Question 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. The script beginning and ending buttons are not enabled for the script pages.
B. The agents are not able to get to the pages where they can end the script.
C. No return events are listed in the incident workflow for the script to use.
D. No exit or finished event is being triggered on the script pages.

Question 3

Which six actions can have a null value?

A. Set Status
B. Set Product
C. Set Queue
D. Set Mailbox
E. Set Assigned
F. Set SLAs
G. Set Fields
H. Set Agent
I. Set Category
J. Set Disposition

Question 4

In which two scenarios would you use multiple interfaces?

A. When your portal needs the support of different channels for login
B. When you need multiple channels enabled such as email, chat, and web self-service
C. When your business operates in different lines of business
D. When new business processes need to be supported other than the standard contact center
E. When multiple languages need to be supported

Question 5

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

Solutions: