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

1. 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

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

3. Which two statements are true about Oracle Service Cloud accelerators?

A) They
are available at http://www.oracle.com/technetwork.
B) They are code samples to show how integrations can be built by using the public integration capabilities of Oracle Service Cloud.
C) They are complete plug-and-play tools that can be used with Oracle Service Cloud in any client environment free of cost.
D) The source files for all listed accelerators are available for download.
E) Oracle provides support for all accelerators.

4. Which two statements are true about a disposition?

A) It can be linked to categories.
B) It can be set to a maximum depth of three in hierarchy levels.
C) It helps to identify the root cause of an incident.
D) It can be made visible on the Customer Portal.
E) It can be linked to products.

5. 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.

Solutions: