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

1. You are creating custom fields and enter a column name. However, you receive an error when you try to save it.
Identify three reasons for this.

A) The column name contains a space.
B) The column name starts with a number.
C) The column name starts with a lowercase alphabet.
D) The column name contains an underscore.
E) The column name contains a punctuation.
F) The column name contains a dollar symbol.

2. Which setup sequence is used to give permissions to an individual to access an application?

A) None. No sequence is required.
B) Profile > Navigation set > Staff Account
C) Navigation set > Profile > Staff Account
D) Staff Account > Profile > Navigation set

3. Which is a sample object query?

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

4. You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?

A) Create the standard text with the current address and phone numbers.
B) Update variables with the changed address and phone numbers.
C) Create custom fields for the address and phone numbers.
D) Update custom fields with the changed address and phone numbers.
E) Update the standard text with the changed address and phone numbers.
F) Create variables with the current address and phone numbers.

5. 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) Intent guide
D) Guided assistance
E) Business rules

Solutions: