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

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

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

2. Which four types are used by incidents queues?

A) Round Robin (All)
B) LIFO
C) Quick
D) FIFO
E) Standard
F) Advanced Routing
G) Round Robin (Logged In)

3. Which is a sample object query?

A) SELECT 0.Contacts FROM Organization O WHERE O-ID = 1;
B) SELECT ID FROM Contact WHERE Contact-Name.First like 'Chris' AND
Contact.Address.City='Bozeman';
C) SELECT C.Name.First FROM Contact C WHERE C.Name.First like ,C%';
D) SELECT Incident.ReferenceNumber, Incident.PrimaryContact-Contact.* FROM Incident;

4. Which four statements are true about reports?

A) All the permissions from an imported report remain unchanged after an export.
B) Reports are not common across the interface.
C) Reports must be exported manually in all interfaces.
D) Published reports can be modified.
E) The owner of a report remains the same even if the report is imported by some other user.
F) After a report is published, the report data remains unchanged even as the knowledge base is updated.
G) Reports are shared between interfaces.

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

A) If a contact record exists, loading details from the contact found in the incident workspace
B) Capturing all incident-associated CO data from customers
C) If a contact record does not exist, creating a contact record as captured by an agent 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) Allowing an agent to switch between workspaces by clicking the "Select Workspace" button

Solutions: