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Oracle 1z1-981 Exam Syllabus Topics:

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

1. Which four view modes are available in the Report Editor?

A) Graphical View
B) Report View
C) Design View
D) Database View
E) Layout View
F) Data Set View

2. Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?

A) Select the Chat check box that is associated with an agent's staff account.
B) Select the Pull Chat check box in the chat profile.
C) Select the corresponding pull policy.
D) Configure advanced routing.
E) Enable the engagement engine.

3. Which three events are available with the JavaScript API?

A) enclose ()
B) ondataupdated()
C) onrefresh()
D) onsaveclose ()
E) aftersave()
F) onbeforesave ()

4. Which three features can be configured in advanced routing?

A) Queue overflow
B) Queue limit
C) Queue segregation
D) Skill time
E) Queue prioritization
F) Skill relaxation

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

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

Solutions: