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

1. A client requires you to set up chat and email as unlimited for an SLA. What must you do?

A) Leave both the chat and email fields limit as blank.
B) Enter the value "Unlimited" in the chat and email fields.
C) Use the default values.
D) Enter zero as the initial value for both fields.

2. Which is a sample object query?

A) SELECT 0.Contacts FROM Organization O WHERE O-ID = 1;
B) SELECT C.Name.First FROM Contact C WHERE C.Name.First like ,C%';
C) SELECT ID FROM Contact WHERE Contact-Name.First like 'Chris' AND
Contact.Address.City='Bozeman';
D) SELECT Incident.ReferenceNumber, Incident.PrimaryContact-Contact.* FROM Incident;

3. 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.

4. When an incident is opened, your customer wants to have different workspaces opened based on the products selected in the "Ask a Question" form on the Customer Portal pages.
Which three elements are necessary to design the workflow?

A) Entry Point
B) Workspace
C) Return
D) Load
E) Decision
F) Set Fields

5. Which two statements are true about Oracle Service Cloud accelerators?

A) They are complete plug-and-play tools that can be used with Oracle Service Cloud in any client environment free of cost.
B) The source files for all listed accelerators are available for download.
C) They are code samples to show how integrations can be built by using the public integration capabilities of Oracle Service Cloud.
D) Oracle provides support for all accelerators.
E) They
are available at http://www.oracle.com/technetwork.

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