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

1. Which five practices deliver maximum reporting performance?

A) Filtering on standard fields that are indexed
B) Using outer joins rather than inner joins when possible
C) Using the like operator instead of the complex expression operator
D) Filtering on expressions and not on simple columns
E) Providing values for runtime filters
F) Configuring many-to-many joins
G) Using fixed filters whenever possible
H) Filtering on simple columns and not on expressions
I) Using index custom fields as filters
J) Using the complex expression operator instead of the like operator
K) Providing default values for runtime filters

2. 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 the standard text with the current address and phone numbers.
C) Update variables with the changed address and phone numbers.
D) Create custom fields for the address and phone numbers.
E) Create variables with the current address and phone numbers.
F) Update the standard text with the changed address and phone numbers.

3. A client requires you to set up chat and email as unlimited for an SLA. What must you do?

A) Use the default values.
B) Enter the value "Unlimited" in the chat and email fields.
C) Leave both the chat and email fields limit as blank.
D) Enter zero as the initial value for both fields.

4. You find that the chat agent is not receiving chat messages, even though the agent is logged in. Which two actions can help resolve this problem?

A) Configuring advanced routing
B) Deselecting the Pull Chat check box in the agent's profile
C) Clicking Request Chat on the Live Media bar
D) Requesting Chat from File > Options > View Options
E) Fixing the chat workspace

5. An agent tries to open an incident from his or her recent items.
Which three components determine what appears to the agent on opening an incident record?

A) Profile navigation assignment
B) Profile functional permissions
C) Configuration settings
D) Workspace rules
E) SLAs
F) Profile workspace assignment

Solutions: