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

1. Your customer wants an incident survey to be reopened automatically if it does not meet the minimum score.
Which three actions should you perform to meet this requirement?

A) Write a business rule to reopen the case.
B) Create a report for the survey scores.
C) Assign scores to the survey questions and set the status field based on the responses.
D) Create a polling survey.
E) Schedule the survey on a daily basis.
F) Create a transactional survey.

2. Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?

A) Configure advanced routing.
B) Select the Pull Chat check box in the chat profile.
C) Enable the engagement engine.
D) Select the corresponding pull policy.
E) Select the Chat check box that is associated with an agent's staff account.

3. Which statement correctly differentiates between a bulk operation and a batch operation?

A) A bulk operation performs multiple operations on the same object, whereas a batch operation perform the same operation on multiple objects.
B) A bulk operation performs the same operation on a single object, whereas a batch operation performs multiple operations on multiple objects.
C) A bulk operation performs a single operation, whereas a batch operation performs a single operation on a single object.
D) A bulk operation performs the same operation on multiple objects, whereas a batch operation performs multiple operations.

4. Which two statements are true about generic objects?

A) They automatically consider a package to consist of custom objects.
B) They are used when working with custom objects only.
C) They belong to a stand-alone class that is not derived from an RN object.
D) They can be used with standard objects.
E) They require the type of data to be set dynamically.

5. You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?

A) Update variables with the changed address and phone numbers.
B) Create the standard text with the current address and phone numbers.
C) Update custom fields with the changed address and phone numbers.
D) Create custom fields for the address and phone numbers.
E) Update the standard text with the changed address and phone numbers.
F) Create variables with the current address and phone numbers.

Solutions: