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

1. Which five practices deliver maximum reporting performance?

A) Using outer joins rather than inner joins when possible
B) Providing default values for runtime filters
C) Using fixed filters whenever possible
D) Providing values for runtime filters
E) Filtering on simple columns and not on expressions
F) Filtering on standard fields that are indexed
G) Using the complex expression operator instead of the like operator
H) Using index custom fields as filters
I) Configuring many-to-many joins
J) Using the like operator instead of the complex expression operator
K) Filtering on expressions and not on simple columns

2. A client requires you to set up chat and email as unlimited for an SLA. What must you do?

A) Enter the value "Unlimited" in the chat and email fields.
B) Enter zero as the initial value for both fields.
C) Leave both the chat and email fields limit as blank.
D) Use the default values.

3. The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which statement is true?

A) Because the system default is 15 minutes, it cannot be changed.
B) You can change the default value to 60 minutes by using Site Configuration > Session Timeout.
C) You can change the default value to 60 minutes by using File > Options > Session Expiration.
D) You can change the default value to 60 minutes by amending the Site Configuration > Configuration Settings value.

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

5. Which six actions can have a null value?

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

Solutions: