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

1. Which two statements are true about mailboxes?

A) Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.
B) Techmail is responsible for pulling emails from single or multiple mailboxes.
C) Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.
D) The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.
E) The Dbtstatus utility is responsible for having incidents created after an email is sent to the Service Cloud mailbox.

2. Which three requirements can be implemented by using workspace rules?

A) Calling an add-in
B) Prompting a customer care executive to dynamically open a guide
C) Dynamically setting the URL for browser control
D) Triggering escalation mails to the manager after the escalation time is over
E) Calling a CPM script

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

4. 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/3
B) https://yoursite.domain/services/rest/connect /v1.3/accounts/ID/3
C) https://yoursite.domain/services/rest/connect /latest/accounts_ID/3
D) https://yoursite.domain/services/rest/connect /latest/accounts/3
E) https://yoursite.domain/services/rest/connect /latest/accounts/ID/3
F) https://yoursite.domain/services/rest/connect /v1.3/accounts_ID/3

5. How many rows can be returned by a tabular query?

A) Unlimited
B) 10000
C) 100000
D) 1000
E) 100

Solutions: