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Oracle 1z1-981 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Automation and Process Models | 15% | - Agent guidance and assistance tools - Business rules and workflows - Custom Process Models (CPM) |
| Initial Setup and Configuration | 20% | - Queues, routing, and assignment rules - Global settings and message bases - User administration and profiles |
| Core Business Objects and Customization | 20% | - Custom objects, fields, and workspaces - Incidents, contacts, and organizations - Variables, standard text, and templates |
| Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Service Console and Agent Desktop - Architecture and core components |
| Knowledge Advanced and Chat Integration | 15% | - Knowledge base configuration - Engagement Cloud integration - Chat and co-browse setup |
| Reporting, Analytics, and Integration | 15% | - Connect SOAP and REST web services - Creating and customizing reports - Desktop and third-party integrations |
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
1. You find that the chat agent is not receiving chat messages, even though the agent is logged in. Which two actions can help resolve this problem?
A) Fixing the chat workspace
B) Clicking Request Chat on the Live Media bar
C) Deselecting the Pull Chat check box in the agent's profile
D) Requesting Chat from File > Options > View Options
E) Configuring advanced routing
2. How can you enable add-ins to run locally without uploading it to the server?
A) Configuration > Site Configuration > Addin Manager > Required Profile > Select Developer Mode.
B) Configuration > Staff Management > Profiles > Required Profile > Select Developer Mode.
C) Configuration > Site Configuration > Addin Manager > Required Profile > Interfaces > Select Developer Mode.
D) Configuration > Staff Management > Profiles > Required Profile > Interfaces tab, Addin tab > Select Developer Mode.
3. You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?
A) Create variables with the current 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) Update variables with the changed address and phone numbers.
E) Create custom fields for the address and phone numbers.
F) Update the standard text with the changed address and phone numbers.
4. A client requires you to set up chat and email as unlimited for an SLA. What must you do?
A) Enter the value "Unlimited" in the chat and email fields.
B) Leave both the chat and email fields limit as blank.
C) Enter zero as the initial value for both fields.
D) Use the default values.
5. Which three events are available with the JavaScript API?
A) onrefresh()
B) onbeforesave ()
C) onsaveclose ()
D) ondataupdated()
E) aftersave()
F) enclose ()
Solutions:
| Question # 1 Answer: A,B | Question # 2 Answer: C | Question # 3 Answer: B,F | Question # 4 Answer: C | Question # 5 Answer: B,D,F |
