- Exam Code: 1z1-981
- Exam Name: Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials
- Certification Provider: Oracle
- Corresponding Certification:Oracle Service Cloud
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Oracle 1z1-981 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Initial Setup and Configuration | 20% | - Global settings and message bases - User administration and profiles - Queues, routing, and assignment rules |
| Topic 2: Core Business Objects and Customization | 20% | - Variables, standard text, and templates - Custom objects, fields, and workspaces - Incidents, contacts, and organizations |
| Topic 3: Knowledge Advanced and Chat Integration | 15% | - Chat and co-browse setup - Engagement Cloud integration - Knowledge base configuration |
| Topic 4: Reporting, Analytics, and Integration | 15% | - Desktop and third-party integrations - Creating and customizing reports - Connect SOAP and REST web services |
| Topic 5: Automation and Process Models | 15% | - Business rules and workflows - Agent guidance and assistance tools - Custom Process Models (CPM) |
| Topic 6: Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Architecture and core components - Service Console and Agent Desktop |
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
1. Which statement is true about the JavaScript API?
A) It comes with in-built exception handling.
B) It cannot be used in Custom Object workspaces.
C) It is available when you use the Connect Common Object Model CCOM for API operations.
D) It Is available as JavaScript objects and can be exposed through browser controls in a workspace.
2. An agent tries to open an incident from his or her recent items.
Which three components determine what appears to the agent on opening an incident record?
A) Workspace rules
B) Profile workspace assignment
C) Configuration settings
D) Profile navigation assignment
E) SLAs
F) Profile functional permissions
3. Which Oracle Service Cloud capability can assign chats based on language and product skills?
A) Syndicated chat
B) Engagement engine
C) Advanced routing
D) Business rules
4. Which two statements are true about a disposition?
A) It can be set to a maximum depth of three in hierarchy levels.
B) It can be linked to categories.
C) It helps to identify the root cause of an incident.
D) It can be linked to products.
E) It can be made visible on the Customer Portal.
5. 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 dollar symbol.
B) The column name contains a punctuation.
C) The column name starts with a lowercase alphabet.
D) The column name contains a space.
E) The column name contains an underscore.
F) The column name starts with a number.
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B,D,F | Question # 3 Answer: C | Question # 4 Answer: C,D | Question # 5 Answer: A,D,F |
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