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

1. Which two statements are true about the Organization object in Service Cloud?

A) It is required to create an incident.
B) It has a one-to-one relation with contacts.
C) It can be associated with incidents directly.
D) It is widely used in Business-to-Business scenarios.
E) It has a one-to-many relation with contacts.

2. Which two components can be edited in a standard report?

A) Report headings
B) Graphs
C) Non-selectable filters
D) Permissions
E) Schedules
F) Column headings

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

4. When an incident is opened, your customer wants to have different workspaces opened based on the products selected in the "Ask a Question" form on the Customer Portal pages.
Which three elements are necessary to design the workflow?

A) Entry Point
B) Workspace
C) Decision
D) Return
E) Load
F) Set Fields

5. Which three statements are true about Service Level Agreements?

A) They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.
B) They enable you to restrict the number of incidents raised by end users through various channels.
C) They enable you to set the reports that are visible to an agent.
D) They enable you to specify the duration for which an incident can be kept in waiting status.
E) They enable you to set a timeline for an agent to respond to an incident.
F) They enable you to restrict what agents can view as part of navigation on the console.

Solutions: