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

1. Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?

A) Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier
B) Capturing all incident-associated CO data from customers
C) If a contact record exists, loading details from the contact found in the incident workspace
D) If a contact record does not exist, creating a contact record as captured by an agent from customers
E) Allowing an agent to switch between workspaces by clicking the "Select Workspace" button

2. Which three features can be configured in advanced routing?

A) Queue prioritization
B) Skill relaxation
C) Queue segregation
D) Queue overflow
E) Queue limit
F) Skill time

3. Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.

A) No return events are listed in the incident workflow for the script to use.
B) The script beginning and ending buttons are not enabled for the script pages.
C) The agents are not able to get to the pages where they can end the script.
D) No exit or finished event is being triggered on the script pages.

4. A client requires you to set up chat and email as unlimited for an SLA. What must you do?

A) Enter the value "Unlimited" in the chat and email fields.
B) Enter zero as the initial value for both fields.
C) Leave both the chat and email fields limit as blank.
D) Use the default values.

5. 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.

Solutions: