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Oracle 1z1-981 Exam Syllabus Topics:

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

1. When an incident is opened, your customer wants to have different workspaces opened based on the products selected in the "Ask a Question" form on the Customer Portal pages.
Which three elements are necessary to design the workflow?

A) Set Fields
B) Load
C) Entry Point
D) Return
E) Workspace
F) Decision

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

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

3. Which three functions are not part of the math group of functions?

A) truncate
B) length
C) rand
D) to_number
E) bitand
F) ceiling
G) floor
H) lower
I) power
J) round

4. 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) Capturing all incident-associated CO data from customers
C) If a contact record does not exist, creating a contact record as captured by an agent from customers
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

5. What must you set to enable the email channel?

A) EGW_ENABLED
B) EGW_SAVE_EMAIL_HEADERS
C) EGW_SECURE_UPDATE_ENABLED
D) EGW_UPDATE_BY_CREATE
E) EGW_AUTO_CONT_CREATE

Solutions: