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

1. Your customer has designed a guide to explain in detail to end users how to apply for a career guidance program. The customer wants this guide to be placed on the Customer Portal pages and a survey to be opened when an option in this guide is selected.
Which survey type would you use?

A) Broadcast survey
B) Polling survey
C) Transactional survey in rules
D) Website link survey

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

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

3. Examine these functions:
f1- apply() f2 - setup(), f3 - validate(), f4 - cleanup(), f5- fetchObject() What is the correct sequence of execution of these functions during custom processes testing?

A) f1, f2, f5, f3, f4
B) f2, f5, f3, f1, f4
C) f5, f2, f3, f4, f1
D) f1, f2, f4, f3, f5
E) f2, f5, f1, f3, f4

4. Which four statements are true about incident rules?

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

5. In which two scenarios would you use multiple interfaces?

A) When multiple languages need to be supported
B) When your portal needs the support of different channels for login
C) When you need multiple channels enabled such as email, chat, and web self-service
D) When your business operates in different lines of business
E) When new business processes need to be supported other than the standard contact center

Solutions: