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

2. In your company, Oracle Service Cloud has workspaces where there are multiple reports and browser controls embedded for various requirements. You receive a complaint that the initial loading of the workspaces is very slow.
What is the quickest solution to speed up incident workspace loading?

A) Utilizing workflows and splitting functionality into more than one workspace
B) Placing objects on different tabs and splitting the loading across multiple tabs
C) Removing fields in the workspaces
D) Creating multiple workspaces per business function and assigning to different profiles

3. Which three statements are true about headers of custom process models?

A) The/QDntain the version number of the Connect Common Object Model.
B) The header section needs to be uncommented during testing.
C) The header section is always commented.
D) They list only the events that are supported by the code implementation.
E) They contain standard objects only.
F) They contain all possible events with the objects.
G) They contain the version number of the PHP script.

4. The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which statement is true?

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

5. 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 can use the Fill Inbox functionality to select any of the three queues.
D) Agents cannot use the Fill Inbox functionality because the pull policy is manual.

Solutions: