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

1. Which five actions should you perform to configure advanced routing?

A) Assign guided assistance permission to a profile.
B) Create an advanced routing incident queue.
C) Create and activate a rule to route incidents to the advanced routing incident queue.
D) Assign advanced routing permissions to a profile.
E) Configure collaboration with external users who are not agent desktop users.
F) Add product and category fields to the Live Help page of the Customer Portal.
G) Define products and categories.
H) Add Access Control to a navigation set.

2. Which two events can trigger Custom Process Models?

A) Create
B) Refresh
C) Update
D) Load
E) OnSaveComplete

3. Which two statements are true about mailboxes?

A) Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.
B) The Dbtstatus utility is responsible for having incidents created after an email is sent to the Service Cloud mailbox.
C) Techmail is responsible for pulling emails from single or multiple mailboxes.
D) The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.
E) Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.

4. Which two REST API calls can be used to retrieve account information with ID 3?

A) https://yoursite.domain/services/rest/connect /latest/accounts_ID/3
B) https://yoursite.domain/services/rest/connect /latest/accounts/ID/3
C) https://yoursite.domain/services/rest/connect /v1.3/accounts/ID/3
D) https://yoursite.domain/services/rest/connect /v1.3/accounts_ID/3
E) https://yoursite.domain/services/rest/connect /v1.3/accounts/3
F) https://yoursite.domain/services/rest/connect /latest/accounts/3

5. Which is an invalid data type?

A) Radio
B) Float
C) Text field
D) Menu
E) Date/time
F) Integer
G) Text area

Solutions: