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

1. Which two types of joins are available in analytics?

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

2. Which three requirements can be implemented by using workspace rules?

A) Dynamically setting the URL for browser control
B) Calling an add-in
C) Prompting a customer care executive to dynamically open a guide
D) Calling a CPM script
E) Triggering escalation mails to the manager after the escalation time is over

3. Which four view modes are available in the Report Editor?

A) Report View
B) Data Set View
C) Graphical View
D) Design View
E) Database View
F) Layout View

4. Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?

A) If a contact record does not exist, creating a contact record as captured by an agent from customers
B) Allowing an agent to switch between workspaces by clicking the "Select Workspace" button
C) Capturing all incident-associated CO data from customers
D) Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier
E) If a contact record exists, loading details from the contact found in the incident workspace

5. Which three features can be configured in advanced routing?

A) Queue segregation
B) Skill relaxation
C) Queue limit
D) Queue overflow
E) Queue prioritization
F) Skill time

Solutions: