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

1. Which six actions initiate the business rules engine to run their configured logic?

A) The rules engine is updated.
B) A customer updates contact details via the end-user pages.
C) An agent edits contacts, incidents, organizations, or tasks.
D) An administrator compiles the rules engine.
E) A customer creates an incident in the end user portal.
F) An agent runs an incident report.
G) An agent views the rule log.
H) An agent edits an opportunity.
I) A customer adds more information to their incident via the end-user pages.
J) An agent creates or edits an answer.

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

3. You want your system to offer a chat invitation to any customer who spends at least two minutes on a specific web page.
What should you use?

A) proactive chat widget
B) configuration settings
C) syndicate chat widget
D) business rules

4. 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.

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) Business rules
C) Agent scripts
D) Custom process model
E) Guided assistance

Solutions: