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Oracle 1z1-981 Exam Syllabus Topics:

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

1. Which two statements are true about the Organization object in Service Cloud?

A) It is widely used in Business-to-Business scenarios.
B) It has a one-to-many relation with contacts.
C) It can be associated with incidents directly.
D) It has a one-to-one relation with contacts.
E) It is required to create an incident.

2. You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?

A) Update variables with the changed address and phone numbers.
B) Create custom fields for the address and phone numbers.
C) Update custom fields with the changed address and phone numbers.
D) Create variables with the current address and phone numbers.
E) Create the standard text with the current address and phone numbers.
F) Update the standard text with the changed address and phone numbers.

3. You are working on complete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?

A) Intent guide
B) Guided assistance
C) Agent scripts
D) Business rules
E) Custom process model

4. A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?

A) The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.
B) The profile to which the agent is assigned does not have the incident workspace assigned.
C) The profile to which the agent is assigned does not have a navigation set assigned.
D) The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
E) The profile to which the agent is assigned does not have the Interface Access check box selected.

5. A client requires you to set up chat and email as unlimited for an SLA. What must you do?

A) Use the default values.
B) Leave both the chat and email fields limit as blank.
C) Enter zero as the initial value for both fields.
D) Enter the value "Unlimited" in the chat and email fields.

Solutions: