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

1. Which four types are used by incidents queues?

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

2. What would you use for repetitive text with a single point of maintenance for any changes to the text?

A) Custom field
B) Variable
C) Merge field
D) Custom object field

3. Which setup sequence is used to give permissions to an individual to access an application?

A) Navigation set > Profile > Staff Account
B) None. No sequence is required.
C) Staff Account > Profile > Navigation set
D) Profile > Navigation set > Staff Account

4. Your customer wants an incident survey to be reopened automatically if it does not meet the minimum score.
Which three actions should you perform to meet this requirement?

A) Write a business rule to reopen the case.
B) Schedule the survey on a daily basis.
C) Create a transactional survey.
D) Create a report for the survey scores.
E) Assign scores to the survey questions and set the status field based on the responses.
F) Create a polling survey.

5. An agent is assigned a profile PI that is configured with three incident queues: q1, q2, and q3, and the pull policy is set to Manual. Which statement is true?

A) Agents can use the Fill Inbox functionality to select any of the three queues.
B) Agents cannot use the Fill Inbox functionality because the pull policy is manual.
C) Agents will get incidents only from the ql queue.
D) Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.

Solutions: