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Oracle 1z1-981 Exam Syllabus Topics:

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

1. 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

2. Your customer wants an incident survey to be reopened automatically if it does not meet the minimum score.
Which three actions should you perform to meet this requirement?

A) Create a polling survey.
B) Create a report for the survey scores.
C) Create a transactional survey.
D) Assign scores to the survey questions and set the status field based on the responses.
E) Write a business rule to reopen the case.
F) Schedule the survey on a daily basis.

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

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

4. For which three reasons should you recommend using workflows?

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

5. How frequently does Oracle release a new version of a product?

A) Every month
B) Once in six months
C) Once in three months
D) Once in four months

Solutions: