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

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

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

2. How can you set a preference that is local to your machine?

A) By selecting File > Options
B) By selecting File > Configuration
C) By selecting Navigation pane > Configuration > Staff Management > Profiles
D) By selecting File > Settings

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

4. 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 Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions
B) by configuring settings at the time of creation of the custom object
C) by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object
D) by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object

5. You are creating custom fields and enter a column name. However, you receive an error when you try to save it.
Identify three reasons for this.

A) The column name contains a punctuation.
B) The column name starts with a lowercase alphabet.
C) The column name starts with a number.
D) The column name contains a dollar symbol.
E) The column name contains a space.
F) The column name contains an underscore.

Solutions: