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Oracle 1z1-981 Exam Syllabus Topics:

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

1. Which four types are used by incidents queues?

A) Round Robin (Logged In)
B) Quick
C) Advanced Routing
D) FIFO
E) Round Robin (All)
F) Standard
G) LIFO

2. Which two statements are true about linking products, categories, and dispositions?

A) Links can be automatically created to categories and dispositions based on answers an incidents.
B) A leaf product's links are inherited from its parent product.
C) Product-category linking is independent of product-disposition linking.
D) Links can be created only between the parent levels of products, categories, and dispositions.
E) Product-category linking restricts customers from searching on the Customer Portal.

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

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

5. Which statement correctly differentiates between a bulk operation and a batch operation?

A) A bulk operation performs the same operation on a single object, whereas a batch operation performs multiple operations on multiple objects.
B) A bulk operation performs a single operation, whereas a batch operation performs a single operation on a single object.
C) A bulk operation performs the same operation on multiple objects, whereas a batch operation performs multiple operations.
D) A bulk operation performs multiple operations on the same object, whereas a batch operation perform the same operation on multiple objects.

Solutions: