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Oracle 1z1-981 Exam Syllabus Topics:

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

1. Examine these functions:
f1- apply() f2 - setup(), f3 - validate(), f4 - cleanup(), f5- fetchObject() What is the correct sequence of execution of these functions during custom processes testing?

A) f2, f5, f1, f3, f4
B) f2, f5, f3, f1, f4
C) f5, f2, f3, f4, f1
D) f1, f2, f4, f3, f5
E) f1, f2, f5, f3, f4

2. You find that the chat agent is not receiving chat messages, even though the agent is logged in. Which two actions can help resolve this problem?

A) Deselecting the Pull Chat check box in the agent's profile
B) Configuring advanced routing
C) Fixing the chat workspace
D) Clicking Request Chat on the Live Media bar
E) Requesting Chat from File > Options > View Options

3. Which six actions can have a null value?

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

4. The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which statement is true?

A) You can change the default value to 60 minutes by using Site Configuration > Session Timeout.
B) You can change the default value to 60 minutes by amending the Site Configuration > Configuration Settings value.
C) You can change the default value to 60 minutes by using File > Options > Session Expiration.
D) Because the system default is 15 minutes, it cannot be changed.

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

Solutions: