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

1. A customer has defined Service Intervals at the interface level (Response Requirements) as Monday to Friday (10-17 hours) and at the SLA LI level as Monday to Saturday (10-18 hours) with a response time of 6 hours.
An incident arrives on Friday at 7 PM and is applied to the SLA LI instance.
What is the response due time?

A) Monday 10 AM
B) Saturday 6 PM
C) Tuesday 11 AM
D) Saturday 4 PM

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

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

3. Which three events are available with the JavaScript API?

A) ondataupdated()
B) onsaveclose ()
C) enclose ()
D) onrefresh()
E) onbeforesave ()
F) aftersave()

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 Access Control to a navigation set.
C) Assign advanced routing permissions to a profile.
D) Create an advanced routing incident queue.
E) Assign guided assistance permission to a profile.
F) Create and activate a rule to route incidents to the advanced routing incident queue.
G) Define products and categories.
H) Add product and category fields to the Live Help page of the Customer Portal.

5. What must you set to enable the email channel?

A) EGW_SECURE_UPDATE_ENABLED
B) EGW_ENABLED
C) EGW_SAVE_EMAIL_HEADERS
D) EGW_AUTO_CONT_CREATE
E) EGW_UPDATE_BY_CREATE

Solutions: