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

2. Which three features can be configured in advanced routing?

A) Skill time
B) Queue limit
C) Queue overflow
D) Queue prioritization
E) Skill relaxation
F) Queue segregation

3. Which statement correctly differentiates between a bulk operation and a batch operation?

A) A bulk operation performs a single operation, whereas a batch operation performs a single operation on a single object.
B) A bulk operation performs multiple operations on the same object, whereas a batch operation perform the same operation on multiple objects.
C) A bulk operation performs the same operation on a single object, whereas a batch operation performs multiple operations on multiple objects.
D) A bulk operation performs the same operation on multiple objects, whereas a batch operation performs multiple operations.

4. You are creating custom fields and enter a column name. However, you receive an error when you try to save it.
Identify three reasons for this.

A) The column name starts with a number.
B) The column name contains an underscore.
C) The column name starts with a lowercase alphabet.
D) The column name contains a dollar symbol.
E) The column name contains a punctuation.
F) The column name contains a space.

5. You are working on complete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?

A) Intent guide
B) Custom process model
C) Agent scripts
D) Guided assistance
E) Business rules

Solutions: