Oracle 1z1-981

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Oracle 1z1-981 Exam Syllabus Topics:

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 linked to products.
D) It can be made visible on the Customer Portal.
E) It helps to identify the root cause of an incident.

2. Which four types are used by incidents queues?

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

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

A) If a contact record does not exist, creating a contact record as captured by an agent from customers
B) Capturing all incident-associated CO data from customers
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) Allowing an agent to switch between workspaces by clicking the "Select Workspace" button
E) If a contact record exists, loading details from the contact found in the incident workspace

4. Which two components can be edited in a standard report?

A) Permissions
B) Column headings
C) Graphs
D) Report headings
E) Schedules
F) Non-selectable filters

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

A) It allows an agent desktop to log in to the application with local add-in files.
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 is a setting that must be enabled at the interface level.

Solutions: