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

1. Which four statements are true about reports?

A) Reports must be exported manually in all interfaces.
B) Published reports can be modified.
C) Reports are not common across the interface.
D) All the permissions from an imported report remain unchanged after an export.
E) Reports are shared between interfaces.
F) The owner of a report remains the same even if the report is imported by some other user.
G) After a report is published, the report data remains unchanged even as the knowledge base is updated.

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

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

3. Which two statements are true about chat surveys?

A) You can create a chat rule to pop up a transactional survey at the end of a chat session.
B) You cannot link customer data back to the chat that is submitted.
C) You can send a chat survey only while a customer is on the chat.
D) You can create a chat rule to email a transactional survey to a customer after a chat session.

4. What are three required sections for Custom Process Models?

A) Footer
B) Code containing integration with external systems
C) Header
D) Test harness
E) Code containing custom business logic
F) Test script

5. Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.

A) The agents are not able to get to the pages where they can end the script.
B) The script beginning and ending buttons are not enabled for the script pages.
C) No exit or finished event is being triggered on the script pages.
D) No return events are listed in the incident workflow for the script to use.

Solutions: