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Oracle 1z1-981 Exam Syllabus Topics:

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

1. Which six actions initiate the business rules engine to run their configured logic?

A) A customer creates an incident in the end user portal.
B) An agent edits contacts, incidents, organizations, or tasks.
C) An agent creates or edits an answer.
D) A customer adds more information to their incident via the end-user pages.
E) The rules engine is updated.
F) A customer updates contact details via the end-user pages.
G) An agent runs an incident report.
H) An agent edits an opportunity.
I) An administrator compiles the rules engine.
J) An agent views the rule log.

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

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

3. 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 configuring settings at the time of creation of the custom object
B) 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
C) by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object
D) by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object

4. Which two statements are true about safe mode in relation to add-ins?

A) It allows an agent desktop to log in to the application without any add-ins.
B) It is a profile setting that must be enabled for a profile.
C) It allows an agent desktop to log in to the application with local add-in files.
D) It is enabled automatically if the previous shutdown of the agent desktop application did not happen normally.
E) It is a setting that must be enabled at the interface level.

5. 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 agents are not able to get to the pages where they can end the script.
B) No return events are listed in the incident workflow for the script to use.
C) No exit or finished event is being triggered on the script pages.
D) The script beginning and ending buttons are not enabled for the script pages.

Solutions: