We're so confident of our products that we provide no hassle product exchange.
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
1. Which five actions should you perform to configure advanced routing?
A) Add product and category fields to the Live Help page of the Customer Portal.
B) Create and activate a rule to route incidents to the advanced routing incident queue.
C) Create an advanced routing incident queue.
D) Assign guided assistance permission to a profile.
E) Configure collaboration with external users who are not agent desktop users.
F) Assign advanced routing permissions to a profile.
G) Define products and categories.
H) Add Access Control to a navigation set.
2. 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) Utilizing workflows and splitting functionality into more than one workspace
B) Removing fields in the workspaces
C) Placing objects on different tabs and splitting the loading across multiple tabs
D) Creating multiple workspaces per business function and assigning to different profiles
3. What would you use for repetitive text with a single point of maintenance for any changes to the text?
A) Custom field
B) Variable
C) Merge field
D) Custom object field
4. Which is a sample object query?
A) SELECT C.Name.First FROM Contact C WHERE C.Name.First like ,C%';
B) SELECT 0.Contacts FROM Organization O WHERE O-ID = 1;
C) SELECT Incident.ReferenceNumber, Incident.PrimaryContact-Contact.* FROM Incident;
D) SELECT ID FROM Contact WHERE Contact-Name.First like 'Chris' AND
Contact.Address.City='Bozeman';
5. Which two statements are true about the Organization object in Service Cloud?
A) It has a one-to-one relation with contacts.
B) It is required to create an incident.
C) It can be associated with incidents directly.
D) It has a one-to-many relation with contacts.
E) It is widely used in Business-to-Business scenarios.
Solutions:
| Question # 1 Answer: B,E,F,G,H | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: D,E |
By Mandy
