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Oracle 1z1-981 Exam Syllabus Topics:

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

Question 1

An agent is assigned a profile PI that is configured with three incident queues: q1, q2, and q3, and the pull policy is set to Manual. Which statement is true?

A. Agents will get incidents only from the ql queue.
B. Agents can use the Fill Inbox functionality to select any of the three queues.
C. Agents cannot use the Fill Inbox functionality because the pull policy is manual.
D. Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.

Question 2

Which three statements are true about add-ins?

A. They are written in the C# .NET programming language with the templates provided by Oracle Service Cloud.
B. They always run locally on the machines on which the desktop application runs.
C. They can be designed to create visual components and not perform any integrations.
D. They are the visual areas of Oracle Service Cloud Agent Desktop.
E. They always run locally to access local data.
F. They can be added to the Custom Portal area of Oracle Service Cloud.

Question 3

Which two statements are true about chat surveys?

A. You can create a chat rule to email a transactional survey to a customer after a chat session.
B. You can send a chat survey only while a customer is on the chat.
C. You can create a chat rule to pop up a transactional survey at the end of a chat session.
D. You cannot link customer data back to the chat that is submitted.

Question 4

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

Question 5

How can you enable add-ins to run locally without uploading it to the server?

A. Configuration > Staff Management > Profiles > Required Profile > Select Developer Mode.
B. Configuration > Staff Management > Profiles > Required Profile > Interfaces tab, Addin tab > Select Developer Mode.
C. Configuration > Site Configuration > Addin Manager > Required Profile > Select Developer Mode.
D. Configuration > Site Configuration > Addin Manager > Required Profile > Interfaces > Select Developer Mode.

Solutions: