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

1. A client requires you to set up chat and email as unlimited for an SLA. What must you do?

A) Use the default values.
B) Enter the value "Unlimited" in the chat and email fields.
C) Enter zero as the initial value for both fields.
D) Leave both the chat and email fields limit as blank.

2. Which four types are used by incidents queues?

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

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

4. Which two statements are true about generic objects?

A) They are used when working with custom objects only.
B) They belong to a stand-alone class that is not derived from an RN object.
C) They can be used with standard objects.
D) They automatically consider a package to consist of custom objects.
E) They require the type of data to be set dynamically.

5. A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?

A) The profile to which the agent is assigned does not have the Interface Access check box selected.
B) The profile to which the agent is assigned does not have a navigation set assigned.
C) The profile to which the agent is assigned does not have the incident workspace assigned.
D) The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
E) The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.

Solutions: