Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials : 1z1-981

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Oracle 1z1-981 Exam Syllabus Topics:

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

Question 1

A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?

A. The profile to which the agent is assigned does not have a navigation set assigned.
B. The profile to which the agent is assigned does not have the incident workspace assigned.
C. The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.
D. The profile to which the agent is assigned does not have the Interface Access check box selected.
E. The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.

Question 2

You make some changes to your message template and deploy it globally, but the deployed status continues to show as pending.
What would you do to resolve this?

A. Save the deployment.
B. Enable the global template.
C. Validate the template.
D. Accept the changes.

Question 3

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

Question 4

In your company, Oracle Service Cloud has workspaces where there are multiple reports and browser controls embedded for various requirements. You receive a complaint that the initial loading of the workspaces is very slow.
What is the quickest solution to speed up incident workspace loading?

A. Placing objects on different tabs and splitting the loading across multiple tabs
B. Creating multiple workspaces per business function and assigning to different profiles
C. Removing fields in the workspaces
D. Utilizing workflows and splitting functionality into more than one workspace

Question 5

Which two types of joins are available in analytics?

A. Peripheral
B. Intersection
C. Outer LTD) External
D. Inner
E. Internal

Solutions: