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Oracle 1z1-981 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Integration and Extensibility | - External system integration
|
| Topic 2: Routing and Work Distribution | - Routing rules and policies
|
| Topic 3: System Configuration and Administration | - Platform setup
|
| Topic 4: Reporting and Analytics | - Historical reporting
|
| Topic 5: Cross-Channel Contact Center Fundamentals | - Channel configuration
|
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
Question 1
How can you enable add-ins to run locally without uploading it to the server?
A. Configuration > Site Configuration > Addin Manager > Required Profile > Interfaces > Select Developer Mode.
B. Configuration > Staff Management > Profiles > Required Profile > Select Developer Mode.
C. Configuration > Staff Management > Profiles > Required Profile > Interfaces tab, Addin tab > Select Developer Mode.
D. Configuration > Site Configuration > Addin Manager > Required Profile > Select Developer Mode.
Question 2
You want your system to offer a chat invitation to any customer who spends at least two minutes on a specific web page.
What should you use?
A. proactive chat widget
B. syndicate chat widget
C. configuration settings
D. business rules
Question 3
How can you set a preference that is local to your machine?
A. By selecting File > Settings
B. By selecting Navigation pane > Configuration > Staff Management > Profiles
C. By selecting File > Configuration
D. By selecting File > Options
Question 4
In which two scenarios would you use multiple interfaces?
A. When you need multiple channels enabled such as email, chat, and web self-service
B. When new business processes need to be supported other than the standard contact center
C. When your business operates in different lines of business
D. When multiple languages need to be supported
E. When your portal needs the support of different channels for login
Question 5
Which three statements are true about Service Level Agreements?
A. They enable you to specify the duration for which an incident can be kept in waiting status.
B. They enable you to restrict what agents can view as part of navigation on the console.
C. They enable you to restrict the number of incidents raised by end users through various channels.
D. They enable you to set a timeline for an agent to respond to an incident.
E. They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.
F. They enable you to set the reports that are visible to an agent.
Solutions:
| Question 1 Answer: A | Question 2 Answer: B | Question 3 Answer: D | Question 4 Answer: C,D | Question 5 Answer: A,D,E |
