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

1. 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

2. Which four view modes are available in the Report Editor?

A) Data Set View
B) Design View
C) Layout View
D) Report View
E) Graphical View
F) Database View

3. Which statement correctly differentiates between a bulk operation and a batch operation?

A) A bulk operation performs multiple operations on the same object, whereas a batch operation perform the same operation on multiple objects.
B) A bulk operation performs a single operation, whereas a batch operation performs a single operation on a single object.
C) A bulk operation performs the same operation on multiple objects, whereas a batch operation performs multiple operations.
D) A bulk operation performs the same operation on a single object, whereas a batch operation performs multiple operations on multiple objects.

4. You want to ensure that some specific content in messages can be hidden for seme messages. What would you use to meet this requirement?

A) Merge fields
B) Incident thread fields
C) Custom fields
D) Conditional fields

5. Which four types are used by incidents queues?

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

Solutions: