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- Exam Code: 1z1-981
- Exam Name: Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials
- Q & A: 73 Questions and Answers
- PDF Price: $79.99
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- Exam Code: 1z1-981
- Exam Name: Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials
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Oracle 1z1-981 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Integration and Extensibility | - External system integration
|
| Reporting and Analytics | - Historical reporting
|
| Routing and Work Distribution | - Routing rules and policies
|
| Cross-Channel Contact Center Fundamentals | - Channel configuration
|
| System Configuration and Administration | - Platform setup
|
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
Question #1
Which five practices deliver maximum reporting performance?
- A. Filtering on standard fields that are indexed
- B. Providing default values for runtime filters
- C. Using fixed filters whenever possible
- D. Filtering on expressions and not on simple columns
- E. Configuring many-to-many joins
- F. Filtering on simple columns and not on expressions
- G. Using index custom fields as filters
- H. Providing values for runtime filters
- I. Using outer joins rather than inner joins when possible
- J. Using the complex expression operator instead of the like operator
- K. Using the like operator instead of the complex expression operator
Answer: A,C,F,H,I
Question #2
You are working on complete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?
- A. Custom process model
- B. Intent guide
- C. Guided assistance
- D. Business rules
- E. Agent scripts
Answer: A,D
Question #3
Which three functions are not part of the math group of functions?
- A. to_number
- B. power
- C. truncate
- D. bitand
- E. round
- F. ceiling
- G. lower
- H. rand
- I. floor
- J. length
Answer: A,G,J
Question #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. Deselecting the Pull Chat check box in the agent's profile
- B. Requesting Chat from File > Options > View Options
- C. Configuring advanced routing
- D. Clicking Request Chat on the Live Media bar
- E. Fixing the chat workspace
Answer: D,E
Question #5
How frequently does Oracle release a new version of a product?
- A. Once in four months
- B. Once in six months
- C. Once in three months
- D. Every month
Answer: C
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