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Oracle 1z1-981 Exam Syllabus Topics:

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

1. Which four statements are true about incident rules?

A) All incident rules should have an action to transit from the initial state to another state.
B) Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
C) A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
D) Incident rules should have a minimum of two rule states.
E) A catch-all rule has no impact on incident rules.
F) Incident rules should have one rule state.
G) A catch-all escalation action has no impact on incident rules.

2. Which is a sample object query?

A) SELECT ID FROM Contact WHERE Contact-Name.First like 'Chris' AND
Contact.Address.City='Bozeman';
B) SELECT 0.Contacts FROM Organization O WHERE O-ID = 1;
C) SELECT C.Name.First FROM Contact C WHERE C.Name.First like ,C%';
D) SELECT Incident.ReferenceNumber, Incident.PrimaryContact-Contact.* FROM Incident;

3. What would you use for repetitive text with a single point of maintenance for any changes to the text?

A) Variable
B) Custom field
C) Merge field
D) Custom object field

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

5. Which six actions can have a null value?

A) Set Product
B) Set Mailbox
C) Set Agent
D) Set Category
E) Set SLAs
F) Set Assigned
G) Set Fields
H) Set Disposition
I) Set Status
J) Set Queue

Solutions: