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Oracle 1z1-981 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Cross-Channel Contact Center Cloud Implementation | - Reporting and Analytics
|
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
1. Which four view modes are available in the Report Editor?
A) Database View
B) Report View
C) Layout View
D) Data Set View
E) Design View
F) Graphical View
2. 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 with the Manual pull policy will get only incidents that are assigned by their supervisor.
C) Agents can use the Fill Inbox functionality to select any of the three queues.
D) Agents cannot use the Fill Inbox functionality because the pull policy is manual.
3. What would you use for repetitive text with a single point of maintenance for any changes to the text?
A) Merge field
B) Variable
C) Custom field
D) Custom object field
4. Which three statements are true about navigation sets?
A) Using navigation sets, you can configure whether to show the Home navigation pane or not.
B) Using navigation sets, you can define what new objects can be created by using the File menu.
C) Using navigation sets, you can define what quick links can be seen when navigating File > Link.
D) Using navigation sets, you can configure which quick search reports can be seen.
E) The same navigation set can be set for different interfaces.
F) Using navigation sets, you can configure whether to show the Recent Items navigation pane or not.
5. Which three statements are true about Service Level Agreements?
A) They enable you to specify the duration for which an incident can be kept in waiting status.
B) They enable you to set the reports that are visible to an agent.
C) They enable you to restrict the number of incidents raised by end users through various channels.
D) They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.
E) They enable you to restrict what agents can view as part of navigation on the console.
F) They enable you to set a timeline for an agent to respond to an incident.
Solutions:
| Question # 1 Answer: B,C,D,E | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: A,D,E | Question # 5 Answer: A,D,F |
