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

1. You make some changes to a message template.
Which statement is true about applying this change across multiple interfaces?

A) You need to use the export and import option.
B) You need to re-create the message template across the multiple interfaces.
C) You need to copy and paste the source code across the multiple interfaces.
D) The change is reflected across all interfaces by default.

2. Which two statements are true about the Organization object in Service Cloud?

A) It has a one-to-many relation with contacts.
B) It is widely used in Business-to-Business scenarios.
C) It can be associated with incidents directly.
D) It is required to create an incident.
E) It has a one-to-one relation with contacts.

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 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.

4. 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.

5. A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?

A) The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.
B) The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
C) The profile to which the agent is assigned does not have the Interface Access check box selected.
D) The profile to which the agent is assigned does not have a navigation set assigned.
E) The profile to which the agent is assigned does not have the incident workspace assigned.

Solutions: