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

1. For which three reasons should you recommend using workflows?

A) They reduce human error.
B) They guide agents through complex customer interactions and data updates.
C) They promote efficiency.
D) They can sort incidents raised by a contact.
E) They help customers find relevant knowledge answers.

2. In a contact center setup, there are certain custom objects, such as Asset Repair records, that the contact center agents should be able to update only when the supervisor creates a record for them. The contact center agents should not be allowed to perform creation and deletion operations.
How can this be done?

A) by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object
B) by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object
C) by configuring settings at the time of creation of the custom object
D) by creating the Contact Center Agents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions

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

A) 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
B) Capturing all incident-associated CO data from customers
C) If a contact record exists, loading details from the contact found in the incident workspace
D) If a contact record does not exist, creating a contact record as captured by an agent from customers
E) Allowing an agent to switch between workspaces by clicking the "Select Workspace" button

4. Which four types are used by incidents queues?

A) Round Robin (Logged In)
B) LIFO
C) FIFO
D) Round Robin (All)
E) Quick
F) Advanced Routing
G) Standard

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

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

Solutions: