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

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

2. Which three requirements can be implemented by using workspace rules?

A) Calling an add-in
B) Triggering escalation mails to the manager after the escalation time is over
C) Calling a CPM script
D) Dynamically setting the URL for browser control
E) Prompting a customer care executive to dynamically open a guide

3. Which two REST API calls can be used to retrieve account information with ID 3?

A) https://yoursite.domain/services/rest/connect /v1.3/accounts/3
B) https://yoursite.domain/services/rest/connect /latest/accounts_ID/3
C) https://yoursite.domain/services/rest/connect /latest/accounts/ID/3
D) https://yoursite.domain/services/rest/connect /v1.3/accounts_ID/3
E) https://yoursite.domain/services/rest/connect /latest/accounts/3
F) https://yoursite.domain/services/rest/connect /v1.3/accounts/ID/3

4. Which two components can be edited in a standard report?

A) Schedules
B) Graphs
C) Permissions
D) Non-selectable filters
E) Column headings
F) Report headings

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

Solutions: