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Oracle 1z1-981 Exam Syllabus Topics:

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

1. Which four types are used by incidents queues?

A) LIFO
B) Quick
C) Round Robin (Logged In)
D) FIFO
E) Standard
F) Advanced Routing
G) Round Robin (All)

2. Which two statements are true about linking products, categories, and dispositions?

A) Links can be automatically created to categories and dispositions based on answers an incidents.
B) Links can be created only between the parent levels of products, categories, and dispositions.
C) Product-category linking is independent of product-disposition linking.
D) A leaf product's links are inherited from its parent product.
E) Product-category linking restricts customers from searching on the Customer Portal.

3. 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) No exit or finished event is being triggered on the script pages.
C) The agents are not able to get to the pages where they can end the script.
D) The script beginning and ending buttons are not enabled for the script pages.

4. Which three events are available with the JavaScript API?

A) onsaveclose ()
B) onrefresh()
C) aftersave()
D) onbeforesave ()
E) ondataupdated()
F) enclose ()

5. Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?

A) Configure advanced routing.
B) Select the Pull Chat check box in the chat profile.
C) Select the corresponding pull policy.
D) Enable the engagement engine.
E) Select the Chat check box that is associated with an agent's staff account.

Solutions: