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Oracle 1z1-981 Exam Syllabus Topics:

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

1. Which Oracle Service Cloud capability can assign chats based on language and product skills?

A) Advanced routing
B) Engagement engine
C) Business rules
D) Syndicated chat

2. What are three required sections for Custom Process Models?

A) Test harness
B) Test script
C) Header
D) Code containing integration with external systems
E) Code containing custom business logic
F) Footer

3. Which four types are used by incidents queues?

A) FIFO
B) Round Robin (All)
C) Round Robin (Logged In)
D) Standard
E) Quick
F) Advanced Routing
G) LIFO

4. 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.

5. Which six actions can have a null value?

A) Set Category
B) Set Disposition
C) Set Mailbox
D) Set Assigned
E) Set SLAs
F) Set Status
G) Set Agent
H) Set Queue
I) Set Product
J) Set Fields

Solutions: