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

1. Which two statements are true about linking products, categories, and dispositions?

A) Links can be automatically created to categories and dispositions based on answers an incidents.
B) Links can be created only between the parent levels of products, categories, and dispositions.
C) A leaf product's links are inherited from its parent product.
D) Product-category linking is independent of product-disposition linking.
E) Product-category linking restricts customers from searching on the Customer Portal.

2. How frequently does Oracle release a new version of a product?

A) Every month
B) Once in three months
C) Once in four months
D) Once in six months

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

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

5. 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.

Solutions: