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

1. 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

2. When an incident is opened, your customer wants to have different workspaces opened based on the products selected in the "Ask a Question" form on the Customer Portal pages.
Which three elements are necessary to design the workflow?

A) Load
B) Decision
C) Workspace
D) Return
E) Set Fields
F) Entry Point

3. You are creating custom fields and enter a column name. However, you receive an error when you try to save it.
Identify three reasons for this.

A) The column name contains a punctuation.
B) The column name starts with a lowercase alphabet.
C) The column name contains an underscore.
D) The column name starts with a number.
E) The column name contains a dollar symbol.
F) The column name contains a space.

4. Which three statements are true about the Custom Process Model (CPM) in Oracle Service Cloud?

A) It is always triggered from business rules.
B) It is triggered by an event that occurs on the standard objects that are used by queues.
C) It is triggered by an event that occurs on standard objects only.
D) It is a PHP script that executes only synchronously.
E) It can be triggered by an event that occurs on community objects.
F) It can be triggered by an event that occurs even on a custom object.
G) It is also known as the Object Event Handler.

5. Which four view modes are available in the Report Editor?

A) Design View
B) Data Set View
C) Report View
D) Graphical View
E) Database View
F) Layout View

Solutions:

Question # 1 Answer: A,B,C

Question # 2 Answer: B,C,F

Question # 3 Answer: D,E,F

Question # 4 Answer: E,F,G

Question # 5 Answer: A,B,C,F