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

1. Your customer wants an incident survey to be reopened automatically if it does not meet the minimum score.
Which three actions should you perform to meet this requirement?

A) Create a transactional survey.
B) Write a business rule to reopen the case.
C) Create a polling survey.
D) Create a report for the survey scores.
E) Schedule the survey on a daily basis.
F) Assign scores to the survey questions and set the status field based on the responses.

2. Which two statements are true about a disposition?

A) It can be linked to categories.
B) It can be linked to products.
C) It helps to identify the root cause of an incident.
D) It can be set to a maximum depth of three in hierarchy levels.
E) It can be made visible on the Customer Portal.

3. For which three reasons should you recommend using workflows?

A) They guide agents through complex customer interactions and data updates.
B) They promote efficiency.
C) They reduce human error.
D) They can sort incidents raised by a contact.
E) They help customers find relevant knowledge answers.

4. Which two statements are true about Oracle Service Cloud accelerators?

A) They are complete plug-and-play tools that can be used with Oracle Service Cloud in any client environment free of cost.
B) They
are available at http://www.oracle.com/technetwork.
C) The source files for all listed accelerators are available for download.
D) Oracle provides support for all accelerators.
E) They are code samples to show how integrations can be built by using the public integration capabilities of Oracle Service Cloud.

5. What are the three different types of pull policy for queues?

A) Strict Priority
B) First Due
C) Round Robin
D) Standard
E) Manual
F) Advanced

Solutions: