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Oracle 1z0-981 Exam Syllabus Topics:

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

1. In which two scenarios would you use multiple interfaces?

A) When multiple languages need to be supported
B) When new business processes need to be supported other than the standard contact center
C) When you need multiple channels enabled such as email, chat, and web self-service
D) When your portal needs the support of different channels for login
E) When your business operates in different lines of business

2. You find that the chat agent is not receiving chat messages, even though the agent is logged in. Which two actions can help resolve this problem?

A) Deselecting the Pull Chat check box in the agent's profile
B) Clicking Request Chat on the Live Media bar
C) Requesting Chat from File > Options > View Options
D) Fixing the chat workspace
E) Configuring advanced routing

3. 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 > Site Configuration > Configuration Settings
D) Configuration > Application Appearance >Customizable Menus > System Menus

4. 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.

5. How many rows can be returned by a tabular query?

A) 1000
B) Unlimited
C) 100000
D) 10000
E) 100

Solutions: