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

1. In a contact center setup, there are certain custom objects, such as Asset Repair records, that the contact center agents should be able to update only when the supervisor creates a record for them. The contact center agents should not be allowed to perform creation and deletion operations.
How can this be done?

A) by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object
B) by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object
C) by configuring settings at the time of creation of the custom object
D) by creating the Contact Center Agents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions

2. 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.

3. Which three statements are true about headers of custom process models?

A) The header section is always commented.
B) They contain the version number of the PHP script.
C) They list only the events that are supported by the code implementation.
D) The header section needs to be uncommented during testing.
E) The/QDntain the version number of the Connect Common Object Model.
F) They contain all possible events with the objects.
G) They contain standard objects only.

4. Which three events are available with the JavaScript API?

A) aftersave()
B) onrefresh()
C) enclose ()
D) onbeforesave ()
E) onsaveclose ()
F) ondataupdated()

5. A customer has defined Service Intervals at the interface level (Response Requirements) as Monday to Friday (10-17 hours) and at the SLA LI level as Monday to Saturday (10-18 hours) with a response time of 6 hours.
An incident arrives on Friday at 7 PM and is applied to the SLA LI instance.
What is the response due time?

A) Tuesday 11 AM
B) Monday 10 AM
C) Saturday 6 PM
D) Saturday 4 PM

Solutions: