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Oracle 1z1-981 Exam Syllabus Topics:

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

1. Which three statements are true about Service Level Agreements?

A) They enable you to restrict what agents can view as part of navigation on the console.
B) They enable you to specify the duration for which an incident can be kept in waiting status.
C) They enable you to restrict the number of incidents raised by end users through various channels.
D) They enable you to set a timeline for an agent to respond to an incident.
E) They enable you to set the reports that are visible to an agent.
F) They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.

2. Which two statements are true about Oracle Service Cloud accelerators?

A) They
are available at http://www.oracle.com/technetwork.
B) Oracle provides support for all accelerators.
C) They are code samples to show how integrations can be built by using the public integration capabilities of Oracle Service Cloud.
D) They are complete plug-and-play tools that can be used with Oracle Service Cloud in any client environment free of cost.
E) The source files for all listed accelerators are available for download.

3. Which two statements are true about a disposition?

A) It can be linked to products.
B) It can be made visible on the Customer Portal.
C) It can be linked to categories.
D) It helps to identify the root cause of an incident.
E) It can be set to a maximum depth of three in hierarchy levels.

4. Which two events can trigger Custom Process Models?

A) Create
B) Refresh
C) Load
D) Update
E) OnSaveComplete

5. Which two components can be edited in a standard report?

A) Permissions
B) Non-selectable filters
C) Report headings
D) Schedules
E) Column headings
F) Graphs

Solutions: