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

1. Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?

A) Allowing an agent to switch between workspaces by clicking the "Select Workspace" button
B) If a contact record exists, loading details from the contact found in the incident workspace
C) Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier
D) Capturing all incident-associated CO data from customers
E) If a contact record does not exist, creating a contact record as captured by an agent from customers

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

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

3. You make some changes to a message template.
Which statement is true about applying this change across multiple interfaces?

A) The change is reflected across all interfaces by default.
B) You need to re-create the message template across the multiple interfaces.
C) You need to copy and paste the source code across the multiple interfaces.
D) You need to use the export and import option.

4. How can you enable add-ins to run locally without uploading it to the server?

A) Configuration > Staff Management > Profiles > Required Profile > Interfaces tab, Addin tab > Select Developer Mode.
B) Configuration > Staff Management > Profiles > Required Profile > Select Developer Mode.
C) Configuration > Site Configuration > Addin Manager > Required Profile > Select Developer Mode.
D) Configuration > Site Configuration > Addin Manager > Required Profile > Interfaces > Select Developer Mode.

5. A customer has defined Service Intervals at the interface level (Response Requirements) as Monday to Friday (10-17 hours) and at the SLA LI level as Monday to Saturday (10-18 hours) with a response time of 6 hours.
An incident arrives on Friday at 7 PM and is applied to the SLA LI instance.
What is the response due time?

A) Saturday 6 PM
B) Monday 10 AM
C) Saturday 4 PM
D) Tuesday 11 AM

Solutions: