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Oracle 1z1-981 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Cross-Channel Contact Center Cloud Implementation | - Queue and Assignment Configuration
|
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
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
Correct Answer: B 🗳️
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.
Correct Answer: A,C,E 🗳️
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
Correct Answer: C 🗳️
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.
Correct Answer: B 🗳️
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.
Correct Answer: A,C,D,F,G,J 🗳️
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