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

2. Which is an invalid data type?

A) Radio
B) Menu
C) Text field
D) Float
E) Integer
F) Date/time
G) Text area

3. Which statement correctly differentiates between a bulk operation and a batch operation?

A) A bulk operation performs the same operation on a single object, whereas a batch operation performs multiple operations on multiple objects.
B) A bulk operation performs the same operation on multiple objects, whereas a batch operation performs multiple operations.
C) A bulk operation performs multiple operations on the same object, whereas a batch operation perform the same operation on multiple objects.
D) A bulk operation performs a single operation, whereas a batch operation performs a single operation on a single object.

4. Which option should you use to create or configure queues?

A) Configuration > Application Appearance > Customizable Menus > Custom Menus
B) Configuration > Site Configuration > Message Bases
C) Configuration > Application Appearance >Customizable Menus > System Menus
D) Configuration > Site Configuration > Configuration Settings

5. 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 configuring settings at the time of creation of the custom object
B) 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
C) by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object
D) by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object

Solutions: