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

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

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

2. When an incident is opened, your customer wants to have different workspaces opened based on the products selected in the "Ask a Question" form on the Customer Portal pages.
Which three elements are necessary to design the workflow?

A) Decision
B) Entry Point
C) Return
D) Workspace
E) Set Fields
F) Load

3. Which three statements are true about add-ins?

A) They are the visual areas of Oracle Service Cloud Agent Desktop.
B) They always run locally on the machines on which the desktop application runs.
C) They can be added to the Custom Portal area of Oracle Service Cloud.
D) They always run locally to access local data.
E) They can be designed to create visual components and not perform any integrations.
F) They are written in the C# .NET programming language with the templates provided by Oracle Service Cloud.

4. You are working on complete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?

A) Custom process model
B) Business rules
C) Guided assistance
D) Agent scripts
E) Intent guide

5. Which five actions should you perform to configure advanced routing?

A) Create an advanced routing incident queue.
B) Assign advanced routing permissions to a profile.
C) Add Access Control to a navigation set.
D) Create and activate a rule to route incidents to the advanced routing incident queue.
E) Configure collaboration with external users who are not agent desktop users.
F) Add product and category fields to the Live Help page of the Customer Portal.
G) Assign guided assistance permission to a profile.
H) Define products and categories.

Solutions: