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

1. Which three statements are true about the Custom Process Model (CPM) in Oracle Service Cloud?

A) It is triggered by an event that occurs on the standard objects that are used by queues.
B) It is always triggered from business rules.
C) It can be triggered by an event that occurs on community objects.
D) It is also known as the Object Event Handler.
E) It is a PHP script that executes only synchronously.
F) It can be triggered by an event that occurs even on a custom object.
G) It is triggered by an event that occurs on standard objects only.

2. How can you set a preference that is local to your machine?

A) By selecting File > Configuration
B) By selecting Navigation pane > Configuration > Staff Management > Profiles
C) By selecting File > Settings
D) By selecting File > Options

3. A client requires you to set up chat and email as unlimited for an SLA. What must you do?

A) Enter the value "Unlimited" in the chat and email fields.
B) Enter zero as the initial value for both fields.
C) Leave both the chat and email fields limit as blank.
D) Use the default values.

4. Your customer wants an incident survey to be reopened automatically if it does not meet the minimum score.
Which three actions should you perform to meet this requirement?

A) Create a report for the survey scores.
B) Schedule the survey on a daily basis.
C) Create a polling survey.
D) Create a transactional survey.
E) Write a business rule to reopen the case.
F) Assign scores to the survey questions and set the status field based on the responses.

5. In your company, Oracle Service Cloud has workspaces where there are multiple reports and browser controls embedded for various requirements. You receive a complaint that the initial loading of the workspaces is very slow.
What is the quickest solution to speed up incident workspace loading?

A) Utilizing workflows and splitting functionality into more than one workspace
B) Creating multiple workspaces per business function and assigning to different profiles
C) Removing fields in the workspaces
D) Placing objects on different tabs and splitting the loading across multiple tabs

Solutions: