Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials - 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 four view modes are available in the Report Editor?

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

2. Which six actions initiate the business rules engine to run their configured logic?

A) An agent edits an opportunity.
B) An agent views the rule log.
C) An agent edits contacts, incidents, organizations, or tasks.
D) An administrator compiles the rules engine.
E) A customer updates contact details via the end-user pages.
F) A customer adds more information to their incident via the end-user pages.
G) The rules engine is updated.
H) An agent runs an incident report.
I) An agent creates or edits an answer.
J) A customer creates an incident in the end user portal.

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

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

4. Which three statements are true about add-ins?

A) They can be added to the Custom Portal area of Oracle Service Cloud.
B) They are the visual areas of Oracle Service Cloud Agent Desktop.
C) They are written in the C# .NET programming language with the templates provided by Oracle Service Cloud.
D) They always run locally on the machines on which the desktop application runs.
E) They can be designed to create visual components and not perform any integrations.
F) They always run locally to access local data.

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

Solutions: