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

1. Which two types of joins are available in analytics?

A) Intersection
B) Internal
C) Outer LTD) External
D) Inner
E) Peripheral

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

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

3. Which three functions are not part of the math group of functions?

A) ceiling
B) lower
C) to_number
D) round
E) truncate
F) length
G) power
H) floor
I) bitand
J) rand

4. Which three requirements can be implemented by using workspace rules?

A) Calling an add-in
B) Prompting a customer care executive to dynamically open a guide
C) Dynamically setting the URL for browser control
D) Triggering escalation mails to the manager after the escalation time is over
E) Calling a CPM script

5. Which five practices deliver maximum reporting performance?

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

Solutions:

Question # 1 Answer: C,D

Question # 2 Answer: B,D,E,F,G

Question # 3 Answer: B,C,F

Question # 4 Answer: A,B,C

Question # 5 Answer: A,C,D,E,F