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

1. Which two events can trigger Custom Process Models?

A) Load
B) OnSaveComplete
C) Refresh
D) Update
E) Create

2. Which six actions can have a null value?

A) Set Mailbox
B) Set Disposition
C) Set Agent
D) Set Category
E) Set Status
F) Set Product
G) Set Fields
H) Set Queue
I) Set Assigned
J) Set SLAs

3. What must you set to enable the email channel?

A) EGW_SECURE_UPDATE_ENABLED
B) EGW_AUTO_CONT_CREATE
C) EGW_UPDATE_BY_CREATE
D) EGW_ENABLED
E) EGW_SAVE_EMAIL_HEADERS

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. What are the three different types of pull policy for queues?

A) Manual
B) Strict Priority
C) Round Robin
D) Standard
E) Advanced
F) First Due

Solutions: