- Exam Code: 1z1-981
- Exam Name: Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials
- Certification Provider: Oracle
- Corresponding Certification: Oracle Service Cloud
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Oracle 1z1-981 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Cross-Channel Contact Center Cloud Implementation | - Reporting and Analytics
|
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
Which three statements are true about headers of custom process models?
- A. They contain the version number of the PHP script.
- B. The header section is always commented.
- C. They contain all possible events with the objects.
- D. They list only the events that are supported by the code implementation.
- E. They contain standard objects only.
- F. The header section needs to be uncommented during testing.
- G. The/QDntain the version number of the Connect Common Object Model.
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
Which three statements are true about navigation sets?
- A. Using navigation sets, you can configure whether to show the Recent Items navigation pane or not.
- B. Using navigation sets, you can define what quick links can be seen when navigating File > Link.
- C. Using navigation sets, you can define what new objects can be created by using the File menu.
- D. Using navigation sets, you can configure whether to show the Home navigation pane or not.
- E. Using navigation sets, you can configure which quick search reports can be seen.
- F. The same navigation set can be set for different interfaces.
Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.
- A. The script beginning and ending buttons are not enabled for the script pages.
- B. The agents are not able to get to the pages where they can end the script.
- C. No exit or finished event is being triggered on the script pages.
- D. No return events are listed in the incident workflow for the script to use.
In which two scenarios would you use multiple interfaces?
- A. When you need multiple channels enabled such as email, chat, and web self-service
- B. When new business processes need to be supported other than the standard contact center
- C. When your business operates in different lines of business
- D. When multiple languages need to be supported
- E. When your portal needs the support of different channels for login
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