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

1. 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 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
D) by configuring settings at the time of creation of the custom object

2. Which three statements are true about navigation sets?

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

3. You want your system to offer a chat invitation to any customer who spends at least two minutes on a specific web page.
What should you use?

A) configuration settings
B) proactive chat widget
C) syndicate chat widget
D) business rules

4. How can you enable add-ins to run locally without uploading it to the server?

A) Configuration > Site Configuration > Addin Manager > Required Profile > Select Developer Mode.
B) Configuration > Site Configuration > Addin Manager > Required Profile > Interfaces > Select Developer Mode.
C) Configuration > Staff Management > Profiles > Required Profile > Interfaces tab, Addin tab > Select Developer Mode.
D) Configuration > Staff Management > Profiles > Required Profile > Select Developer Mode.

5. Which six actions initiate the business rules engine to run their configured logic?

A) An agent runs an incident report.
B) A customer creates an incident in the end user portal.
C) The rules engine is updated.
D) A customer adds more information to their incident via the end-user pages.
E) An agent edits an opportunity.
F) An agent creates or edits an answer.
G) An agent edits contacts, incidents, organizations, or tasks.
H) An agent views the rule log.
I) A customer updates contact details via the end-user pages.
J) An administrator compiles the rules engine.

Solutions: