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

1. Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.

A) No exit or finished event is being triggered on the script pages.
B) The agents are not able to get to the pages where they can end the script.
C) The script beginning and ending buttons are not enabled for the script pages.
D) No return events are listed in the incident workflow for the script to use.

2. Which three statements are true about Service Level Agreements?

A) They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.
B) They enable you to specify the duration for which an incident can be kept in waiting status.
C) They enable you to restrict what agents can view as part of navigation on the console.
D) They enable you to restrict the number of incidents raised by end users through various channels.
E) They enable you to set a timeline for an agent to respond to an incident.
F) They enable you to set the reports that are visible to an agent.

3. In your company, Oracle Service Cloud has workspaces where there are multiple reports and browser controls embedded for various requirements. You receive a complaint that the initial loading of the workspaces is very slow.
What is the quickest solution to speed up incident workspace loading?

A) Utilizing workflows and splitting functionality into more than one workspace
B) Removing fields in the workspaces
C) Placing objects on different tabs and splitting the loading across multiple tabs
D) Creating multiple workspaces per business function and assigning to different profiles

4. An agent is assigned a profile PI that is configured with three incident queues: q1, q2, and q3, and the pull policy is set to Manual. Which statement is true?

A) Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.
B) Agents can use the Fill Inbox functionality to select any of the three queues.
C) Agents cannot use the Fill Inbox functionality because the pull policy is manual.
D) Agents will get incidents only from the ql queue.

5. Which two are non-CRUD operations?

A) CSVTableSet = Binding.QueryCSV(string Query, int PageSize, string Delimiter, bool
B) RNObject[] = Binding.Create(RNObject[] Objects, CreateProcessingOptions Options);
C) UpdateResponseMsg = Binding.Update(RNObject[] Objects, UpdateProcessingOptions ProcessingOptions);
D) ReturnRawResult, bool DisableMTOM, out byte[] FileData);
RNObject[] rnObjects = _client.Get(clientlnfoHeader, objects, options);
E) ResetContactPasswordResponseMsg = Binding.ResetContactPassword(ID ContactID);
F) CSVTableSet results = RunAnalyticsReport(AnalyticsReport ReportObject, int Limit, int Start, string Delimiter, bool ReturnRawResult, bool DisableMTOM, out byte[] FileData);

Solutions: