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

1. Which two statements are true about chat surveys?

A) You can create a chat rule to pop up a transactional survey at the end of a chat session.
B) You cannot link customer data back to the chat that is submitted.
C) You can send a chat survey only while a customer is on the chat.
D) You can create a chat rule to email a transactional survey to a customer after a chat session.

2. Which three statements are true about headers of custom process models?

A) They list only the events that are supported by the code implementation.
B) The header section is always commented.
C) The/QDntain the version number of the Connect Common Object Model.
D) They contain standard objects only.
E) The header section needs to be uncommented during testing.
F) They contain all possible events with the objects.
G) They contain the version number of the PHP script.

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

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

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

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

5. Which four statements are true about reports?

A) Reports are not common across the interface.
B) The owner of a report remains the same even if the report is imported by some other user.
C) Reports are shared between interfaces.
D) All the permissions from an imported report remain unchanged after an export.
E) Reports must be exported manually in all interfaces.
F) After a report is published, the report data remains unchanged even as the knowledge base is updated.
G) Published reports can be modified.

Solutions: