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

1. Which four statements are true about incident rules?

A) A catch-all rule has no impact on incident rules.
B) Incident rules should have one rule state.
C) A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
D) All incident rules should have an action to transit from the initial state to another state.
E) Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
F) A catch-all escalation action has no impact on incident rules.
G) Incident rules should have a minimum of two rule states.

2. What are three required sections for Custom Process Models?

A) Test harness
B) Header
C) Footer
D) Code containing custom business logic
E) Test script
F) Code containing integration with external systems

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

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

4. Which five practices deliver maximum reporting performance?

A) Filtering on expressions and not on simple columns
B) Using outer joins rather than inner joins when possible
C) Configuring many-to-many joins
D) Using the complex expression operator instead of the like operator
E) Using fixed filters whenever possible
F) Using the like operator instead of the complex expression operator
G) Filtering on simple columns and not on expressions
H) Using index custom fields as filters
I) Filtering on standard fields that are indexed
J) Providing default values for runtime filters
K) Providing values for runtime filters

5. Which five actions should you perform to configure advanced routing?

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

Solutions: