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

1. Your customer has designed a guide to explain in detail to end users how to apply for a career guidance program. The customer wants this guide to be placed on the Customer Portal pages and a survey to be opened when an option in this guide is selected.
Which survey type would you use?

A) Broadcast survey
B) Website link survey
C) Polling survey
D) Transactional survey in rules

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 made visible on the Customer Portal.
E) It can be set to a maximum depth of three in hierarchy levels.

3. An agent is assigned a profile PI that is configured with three incident queues: q1, q2, and q3, and the pull policy is set to Manual. Which statement is true?

A) Agents will get incidents only from the ql queue.
B) Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.
C) Agents cannot use the Fill Inbox functionality because the pull policy is manual.
D) Agents can use the Fill Inbox functionality to select any of the three queues.

4. Which two REST API calls can be used to retrieve account information with ID 3?

A) https://yoursite.domain/services/rest/connect /latest/accounts_ID/3
B) https://yoursite.domain/services/rest/connect /latest/accounts/ID/3
C) https://yoursite.domain/services/rest/connect /v1.3/accounts/ID/3
D) https://yoursite.domain/services/rest/connect /v1.3/accounts_ID/3
E) https://yoursite.domain/services/rest/connect /v1.3/accounts/3
F) https://yoursite.domain/services/rest/connect /latest/accounts/3

5. Which setup sequence is used to give permissions to an individual to access an application?

A) Profile > Navigation set > Staff Account
B) None. No sequence is required.
C) Staff Account > Profile > Navigation set
D) Navigation set > Profile > Staff Account

Solutions: