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

1. Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?

A) If a contact record exists, loading details from the contact found in the incident workspace
B) Capturing all incident-associated CO data from customers
C) If a contact record does not exist, creating a contact record as captured by an agent from customers
D) Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier
E) Allowing an agent to switch between workspaces by clicking the "Select Workspace" button

2. Which four view modes are available in the Report Editor?

A) Data Set View
B) Design View
C) Graphical View
D) Layout View
E) Report View
F) Database View

3. Which three statements are true about headers of custom process models?

A) The header section needs to be uncommented during testing.
B) They contain the version number of the PHP script.
C) They contain all possible events with the objects.
D) They contain standard objects only.
E) The/QDntain the version number of the Connect Common Object Model.
F) The header section is always commented.
G) They list only the events that are supported by the code implementation.

4. Which five practices deliver maximum reporting performance?

A) Using the like operator instead of the complex expression operator
B) Providing values for runtime filters
C) Using outer joins rather than inner joins when possible
D) Filtering on standard fields that are indexed
E) Filtering on simple columns and not on expressions
F) Using the complex expression operator instead of the like operator
G) Using fixed filters whenever possible
H) Filtering on expressions and not on simple columns
I) Providing default values for runtime filters
J) Using index custom fields as filters
K) Configuring many-to-many joins

5. Which five actions should you perform to configure advanced routing?

A) Assign guided assistance permission to a profile.
B) Define products and categories.
C) Create and activate a rule to route incidents to the advanced routing incident queue.
D) Assign advanced routing permissions to a profile.
E) Add product and category fields to the Live Help page of the Customer Portal.
F) Configure collaboration with external users who are not agent desktop users.
G) Create an advanced routing incident queue.
H) Add Access Control to a navigation set.

Solutions: