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Oracle 1z1-981 Exam Syllabus Topics:

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

1. A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?

A) The profile to which the agent is assigned does not have the incident workspace assigned.
B) The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
C) The profile to which the agent is assigned does not have a navigation set assigned.
D) The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.
E) The profile to which the agent is assigned does not have the Interface Access check box selected.

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

A) When your business operates in different lines of business
B) When your portal needs the support of different channels for login
C) When multiple languages need to be supported
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

3. Which setup sequence is used to give permissions to an individual to access an application?

A) Profile > Navigation set > Staff Account
B) None. No sequence is required.
C) Staff Account > Profile > Navigation set
D) Navigation set > Profile > Staff Account

4. Which six actions can have a null value?

A) Set Disposition
B) Set Product
C) Set SLAs
D) Set Agent
E) Set Category
F) Set Assigned
G) Set Fields
H) Set Mailbox
I) Set Status
J) Set Queue

5. What would you use for repetitive text with a single point of maintenance for any changes to the text?

A) Custom object field
B) Variable
C) Custom field
D) Merge field

Solutions: