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

1. Which two statements are true about safe mode in relation to add-ins?

A) It is a setting that must be enabled at the interface level.
B) It is enabled automatically if the previous shutdown of the agent desktop application did not happen normally.
C) It is a profile setting that must be enabled for a profile.
D) It allows an agent desktop to log in to the application without any add-ins.
E) It allows an agent desktop to log in to the application with local add-in files.

2. What are the three different types of pull policy for queues?

A) Standard
B) Strict Priority
C) Advanced
D) First Due
E) Round Robin
F) Manual

3. You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?

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

4. Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.

A) No return events are listed in the incident workflow for the script to use.
B) The script beginning and ending buttons are not enabled for the script pages.
C) No exit or finished event is being triggered on the script pages.
D) The agents are not able to get to the pages where they can end the script.

5. When an incident is opened, your customer wants to have different workspaces opened based on the products selected in the "Ask a Question" form on the Customer Portal pages.
Which three elements are necessary to design the workflow?

A) Decision
B) Return
C) Entry Point
D) Set Fields
E) Workspace
F) Load

Solutions: