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Oracle 1z1-981 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Architecture and core components - Service Console and Agent Desktop |
| Knowledge Advanced and Chat Integration | 15% | - Knowledge base configuration - Chat and co-browse setup - Engagement Cloud integration |
| Reporting, Analytics, and Integration | 15% | - Connect SOAP and REST web services - Desktop and third-party integrations - Creating and customizing reports |
| Core Business Objects and Customization | 20% | - Incidents, contacts, and organizations - Custom objects, fields, and workspaces - Variables, standard text, and templates |
| Initial Setup and Configuration | 20% | - User administration and profiles - Global settings and message bases - Queues, routing, and assignment rules |
| Automation and Process Models | 15% | - Agent guidance and assistance tools - Business rules and workflows - Custom Process Models (CPM) |
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
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. Create a report for the survey scores.
- B. Create a transactional survey.
- C. Create a polling survey.
- D. Assign scores to the survey questions and set the status field based on the responses.
- E. Schedule the survey on a daily basis.
- F. Write a business rule to reopen the case.
Correct Answer: B,D,F 🗳️
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 punctuation.
- B. The column name contains an underscore.
- C. The column name starts with a number.
- D. The column name contains a space.
- E. The column name starts with a lowercase alphabet.
- F. The column name contains a dollar symbol.
Correct Answer: C,D,F 🗳️
Which three statements are true about the Custom Process Model (CPM) in Oracle Service Cloud?
- A. It is triggered by an event that occurs on the standard objects that are used by queues.
- B. It is a PHP script that executes only synchronously.
- C. It can be triggered by an event that occurs on community objects.
- D. It is also known as the Object Event Handler.
- E. It can be triggered by an event that occurs even on a custom object.
- F. It is always triggered from business rules.
- G. It is triggered by an event that occurs on standard objects only.
Correct Answer: C,D,E 🗳️
Which two are non-CRUD operations?
- A. ResetContactPasswordResponseMsg = Binding.ResetContactPassword(ID ContactID);
- B. CSVTableSet results = RunAnalyticsReport(AnalyticsReport ReportObject, int Limit, int Start, string Delimiter, bool ReturnRawResult, bool DisableMTOM, out byte[] FileData);
- C. CSVTableSet = Binding.QueryCSV(string Query, int PageSize, string Delimiter, bool
- D. RNObject[] = Binding.Create(RNObject[] Objects, CreateProcessingOptions Options);
- E. UpdateResponseMsg = Binding.Update(RNObject[] Objects, UpdateProcessingOptions ProcessingOptions);
- F. ReturnRawResult, bool DisableMTOM, out byte[] FileData);
RNObject[] rnObjects = _client.Get(clientlnfoHeader, objects, options);
Correct Answer: B,C 🗳️
You want to ensure that some specific content in messages can be hidden for seme messages. What would you use to meet this requirement?
- A. Conditional fields
- B. Merge fields
- C. Custom fields
- D. Incident thread fields
Correct Answer: A 🗳️
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