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

1. A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?

A) The profile to which the agent is assigned does not have the Interface Access check box selected.
B) The profile to which the agent is assigned does not have the incident workspace assigned.
C) The profile to which the agent is assigned does not have a navigation set assigned.
D) The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
E) The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.

2. Which three statements are true about Service Level Agreements?

A) They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.
B) They enable you to set the reports that are visible to an agent.
C) They enable you to specify the duration for which an incident can be kept in waiting status.
D) They enable you to restrict the number of incidents raised by end users through various channels.
E) They enable you to set a timeline for an agent to respond to an incident.
F) They enable you to restrict what agents can view as part of navigation on the console.

3. Which two statements are true about the Organization object in Service Cloud?

A) It has a one-to-one relation with contacts.
B) It is required to create an incident.
C) It is widely used in Business-to-Business scenarios.
D) It has a one-to-many relation with contacts.
E) It can be associated with incidents directly.

4. Your customer wants an incident survey to be reopened automatically if it does not meet the minimum score.
Which three actions should you perform to meet this requirement?

A) Assign scores to the survey questions and set the status field based on the responses.
B) Create a report for the survey scores.
C) Create a polling survey.
D) Write a business rule to reopen the case.
E) Schedule the survey on a daily basis.
F) Create a transactional survey.

5. You make some changes to your message template and deploy it globally, but the deployed status continues to show as pending.
What would you do to resolve this?

A) Accept the changes.
B) Validate the template.
C) Save the deployment.
D) Enable the global template.

Solutions: