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

1. In which two scenarios would you use multiple interfaces?

A) When new business processes need to be supported other than the standard contact center
B) When your portal needs the support of different channels for login
C) When you need multiple channels enabled such as email, chat, and web self-service
D) When multiple languages need to be supported
E) When your business operates in different lines of business

2. 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 Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions
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 the Permissions > Custom Object tab, selecting appropriate permissions for the custom object

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

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

4. How many rows can be returned by a tabular query?

A) 100
B) 10000
C) Unlimited
D) 100000
E) 1000

5. An agent tries to open an incident from his or her recent items.
Which three components determine what appears to the agent on opening an incident record?

A) Profile navigation assignment
B) Profile functional permissions
C) Workspace rules
D) SLAs
E) Configuration settings
F) Profile workspace assignment

Solutions: