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

1. Which five actions should you perform to configure advanced routing?

A) Add product and category fields to the Live Help page of the Customer Portal.
B) Add Access Control to a navigation set.
C) Assign guided assistance permission to a profile.
D) Configure collaboration with external users who are not agent desktop users.
E) Define products and categories.
F) Assign advanced routing permissions to a profile.
G) Create an advanced routing incident queue.
H) Create and activate a rule to route incidents to the advanced routing incident queue.

2. 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 starts with a lowercase alphabet.
C) The column name contains an underscore.
D) The column name starts with a number.
E) The column name contains a dollar symbol.
F) The column name contains a space.

3. Which two are non-CRUD operations?

A) ResetContactPasswordResponseMsg = Binding.ResetContactPassword(ID ContactID);
B) UpdateResponseMsg = Binding.Update(RNObject[] Objects, UpdateProcessingOptions ProcessingOptions);
C) RNObject[] = Binding.Create(RNObject[] Objects, CreateProcessingOptions Options);
D) ReturnRawResult, bool DisableMTOM, out byte[] FileData);
RNObject[] rnObjects = _client.Get(clientlnfoHeader, objects, options);
E) CSVTableSet results = RunAnalyticsReport(AnalyticsReport ReportObject, int Limit, int Start, string Delimiter, bool ReturnRawResult, bool DisableMTOM, out byte[] FileData);
F) CSVTableSet = Binding.QueryCSV(string Query, int PageSize, string Delimiter, bool

4. Which two statements are true when working with add-ins in a Custom Object workspace?

A) You cannot obtain a custom object instance directly by using the add-in API. You need to use the Connect web service for SOAP again for the, same.
B) IGenericObject is the interface that is available with the Connect Common Object Model (CCOM) API for custom objects.
C) IGenericObject is the interface that is available with the add-in API for custom objects.
D) It is not possible to automate anything by using an add-in framework in a Custom Object workspace.
E) Using the record context, you can obtain an instance of a custom object by passing the package name and object name.

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: