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

1. In which two scenarios would you use multiple interfaces?

A) When multiple languages need to be supported
B) When your business operates in different lines of business
C) When your portal needs the support of different channels for login
D) When new business processes need to be supported other than the standard contact center
E) When you need multiple channels enabled such as email, chat, and web self-service

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

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

3. Which three statements are true about Service Level Agreements?

A) They enable you to restrict what agents can view as part of navigation on the console.
B) They enable you to specify the duration for which an incident can be kept in waiting status.
C) They enable you to set the reports that are visible to an agent.
D) They enable you to restrict the number of incidents raised by end users through various channels.
E) They enable you to set a timeline for an agent to respond to an incident.
F) They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.

4. An agent tries to open an incident from his or her recent items.
Which three components determine what appears to the agent on opening an incident record?

A) Configuration settings
B) Profile functional permissions
C) Profile navigation assignment
D) Profile workspace assignment
E) SLAs
F) Workspace rules

5. An agent is assigned a profile PI that is configured with three incident queues: q1, q2, and q3, and the pull policy is set to Manual. Which statement is true?

A) Agents cannot use the Fill Inbox functionality because the pull policy is manual.
B) Agents will get incidents only from the ql queue.
C) Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.
D) Agents can use the Fill Inbox functionality to select any of the three queues.

Solutions: