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

1. An agent tries to open an incident from his or her recent items.
Which three components determine what appears to the agent on opening an incident record?

A) Configuration settings
B) Profile functional permissions
C) Profile workspace assignment
D) Workspace rules
E) Profile navigation assignment
F) SLAs

2. You make some changes to a message template.
Which statement is true about applying this change across multiple interfaces?

A) You need to use the export and import option.
B) You need to re-create the message template across the multiple interfaces.
C) You need to copy and paste the source code across the multiple interfaces.
D) The change is reflected across all interfaces by default.

3. Which four statements are true about incident rules?

A) A catch-all escalation action has no impact on incident rules.
B) A catch-all rule has no impact on incident rules.
C) A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
D) Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
E) Incident rules should have one rule state.
F) Incident rules should have a minimum of two rule states.
G) All incident rules should have an action to transit from the initial state to another state.

4. 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) configuration settings
B) proactive chat widget
C) business rules
D) syndicate chat widget

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

Solutions: