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

1. Which two statements are true about a disposition?

A) It can be set to a maximum depth of three in hierarchy levels.
B) It can be linked to categories.
C) It can be made visible on the Customer Portal.
D) It can be linked to products.
E) It helps to identify the root cause of an incident.

2. Which six actions can have a null value?

A) Set SLAs
B) Set Queue
C) Set Fields
D) Set Status
E) Set Product
F) Set Mailbox
G) Set Category
H) Set Disposition
I) Set Assigned
J) Set Agent

3. 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.

4. 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) Guided assistance
B) Business rules
C) Intent guide
D) Custom process model
E) Agent scripts

5. Which five practices deliver maximum reporting performance?

A) Filtering on expressions and not on simple columns
B) Filtering on simple columns and not on expressions
C) Using fixed filters whenever possible
D) Configuring many-to-many joins
E) Using index custom fields as filters
F) Using the like operator instead of the complex expression operator
G) Using the complex expression operator instead of the like operator
H) Providing values for runtime filters
I) Providing default values for runtime filters
J) Filtering on standard fields that are indexed
K) Using outer joins rather than inner joins when possible

Solutions: