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

1. In which two scenarios would you use multiple interfaces?

A) When you need multiple channels enabled such as email, chat, and web self-service
B) When new business processes need to be supported other than the standard contact center
C) When your business operates in different lines of business
D) When your portal needs the support of different channels for login
E) When multiple languages need to be supported

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

3. Which two statements are true about generic objects?

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

4. Which two statements are true about a disposition?

A) It can be made visible on the Customer Portal.
B) It helps to identify the root cause of an incident.
C) It can be set to a maximum depth of three in hierarchy levels.
D) It can be linked to products.
E) It can be linked to categories.

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

A) If a contact record exists, loading details from the contact found in the incident workspace
B) 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
C) Capturing all incident-associated CO data from customers
D) Allowing an agent to switch between workspaces by clicking the "Select Workspace" button
E) If a contact record does not exist, creating a contact record as captured by an agent from customers

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