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Oracle 1z1-981 Exam Overview:
| Certification Vendor: | Oracle |
| Exam Name: | Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials |
| Exam Number: | 1Z0-981 |
| Exam Format: | Multiple Choice, Scenario-based, Drag and Drop |
| Passing Score: | 63% |
| Certificate Validity Period: | 18 months |
| Available Languages: | English |
| Exam Duration: | 120 minutes |
| Real Exam Qty: | 72 |
| Related Certifications: | Oracle Service Cloud Certification Track |
| Exam Price: | USD 245 |
| Recommended Training: | Oracle Cross-Channel Contact Center Cloud Implementation Training |
| Exam Registration: | Pearson VUE Oracle Registration Oracle University Exam Page |
| Sample Questions: | Oracle 1z1-981 Sample Questions |
| Exam Way: | Online proctored or onsite at authorized Pearson VUE testing centers |
| Pre Condition: | No mandatory prerequisites; recommended 6+ months of hands-on implementation experience with Oracle Service Cloud / Cross-Channel Contact Center Cloud |
| Official Syllabus URL: | https://education.oracle.com/oracle-cross-channel-contact-center-cloud-2017-implementation-essentials/trackp_2892 |
Oracle 1z1-981 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Reporting, Analytics, and Integration | 15% | - Creating and customizing reports - Desktop and third-party integrations - Connect SOAP and REST web services |
| Initial Setup and Configuration | 20% | - Global settings and message bases - Queues, routing, and assignment rules - User administration and profiles |
| Automation and Process Models | 15% | - Business rules and workflows - Custom Process Models (CPM) - Agent guidance and assistance tools |
| Core Business Objects and Customization | 20% | - Variables, standard text, and templates - Custom objects, fields, and workspaces - Incidents, contacts, and organizations |
| Knowledge Advanced and Chat Integration | 15% | - Knowledge base configuration - Chat and co-browse setup - Engagement Cloud integration |
| Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Architecture and core components - Service Console and Agent Desktop |
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
1. Which option should you use to create or configure queues?
A) Configuration > Application Appearance > Customizable Menus > Custom Menus
B) Configuration > Application Appearance >Customizable Menus > System Menus
C) Configuration > Site Configuration > Configuration Settings
D) Configuration > Site Configuration > Message Bases
2. Which two statements are true about linking products, categories, and dispositions?
A) Links can be created only between the parent levels of products, categories, and dispositions.
B) Product-category linking is independent of product-disposition linking.
C) Product-category linking restricts customers from searching on the Customer Portal.
D) A leaf product's links are inherited from its parent product.
E) Links can be automatically created to categories and dispositions based on answers an incidents.
3. Which statement correctly differentiates between a bulk operation and a batch operation?
A) A bulk operation performs the same operation on multiple objects, whereas a batch operation performs multiple operations.
B) A bulk operation performs the same operation on a single object, whereas a batch operation performs multiple operations on multiple objects.
C) A bulk operation performs multiple operations on the same object, whereas a batch operation perform the same operation on multiple objects.
D) A bulk operation performs a single operation, whereas a batch operation performs a single operation on a single object.
4. In a contact center setup, there are certain custom objects, such as Asset Repair records, that the contact center agents should be able to update only when the supervisor creates a record for them. The contact center agents should not be allowed to perform creation and deletion operations.
How can this be done?
A) by creating the Contact Center Agents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions
B) by configuring settings at the time of creation of the custom object
C) by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object
D) by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object
5. 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) Clicking Request Chat on the Live Media bar
B) Configuring advanced routing
C) Fixing the chat workspace
D) Deselecting the Pull Chat check box in the agent's profile
E) Requesting Chat from File > Options > View Options
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B,C | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: A,C |
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