Oracle 1z1-981 Q&A - in .pdf
- Exam Code: 1z1-981
- Exam Name: Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials
- Updated: Sep 08, 2026
- Q & A: 73 Questions and Answers
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- Exam Code: 1z1-981
- Exam Name: Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Updated: Sep 08, 2026
- Q & A: 73 Questions and Answers
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Oracle 1z1-981 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Architecture and core components - Service Console and Agent Desktop |
| Topic 2: Core Business Objects and Customization | 20% | - Variables, standard text, and templates - Custom objects, fields, and workspaces - Incidents, contacts, and organizations |
| Topic 3: Knowledge Advanced and Chat Integration | 15% | - Engagement Cloud integration - Knowledge base configuration - Chat and co-browse setup |
| Topic 4: Automation and Process Models | 15% | - Agent guidance and assistance tools - Custom Process Models (CPM) - Business rules and workflows |
| Topic 5: Initial Setup and Configuration | 20% | - User administration and profiles - Queues, routing, and assignment rules - Global settings and message bases |
| Topic 6: Reporting, Analytics, and Integration | 15% | - Creating and customizing reports - Desktop and third-party integrations - Connect SOAP and REST web services |
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
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. The agents are not able to get to the pages where they can end the script.
- B. No return events are listed in the incident workflow for the script to use.
- C. The script beginning and ending buttons are not enabled for the script pages.
- D. No exit or finished event is being triggered on the script pages.
Which two types of joins are available in analytics?
- A. Peripheral
- B. Outer LTD) External
- C. Intersection
- D. Internal
- E. Inner
What are the three different types of pull policy for queues?
- A. First Due
- B. Strict Priority
- C. Standard
- D. Round Robin
- E. Advanced
- F. Manual
Which two statements are true when working with add-ins in a Custom Object workspace?
- A. IGenericObject is the interface that is available with the Connect Common Object Model (CCOM) API for custom objects.
- B. You cannot obtain a custom object instance directly by using the add-in API. You need to use the Connect web service for SOAP again for the, same.
- C. Using the record context, you can obtain an instance of a custom object by passing the package name and object name.
- D. It is not possible to automate anything by using an add-in framework in a Custom Object workspace.
- E. IGenericObject is the interface that is available with the add-in API for custom objects.
You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?
- A. Update custom fields with the changed address and phone numbers.
- B. Create variables with the current address and phone numbers.
- C. Update the standard text with the changed address and phone numbers.
- D. Create custom fields for the address and phone numbers.
- E. Update variables with the changed address and phone numbers.
- F. Create the standard text with the current address and phone numbers.
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