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Oracle 1z1-981 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Architecture and core components - Service Console and Agent Desktop |
| Topic 2: Reporting, Analytics, and Integration | 15% | - Connect SOAP and REST web services - Desktop and third-party integrations - Creating and customizing reports |
| Topic 3: Automation and Process Models | 15% | - Agent guidance and assistance tools - Custom Process Models (CPM) - Business rules and workflows |
| Topic 4: Core Business Objects and Customization | 20% | - Incidents, contacts, and organizations - Variables, standard text, and templates - Custom objects, fields, and workspaces |
| Topic 5: Knowledge Advanced and Chat Integration | 15% | - Chat and co-browse setup - Knowledge base configuration - Engagement Cloud integration |
| Topic 6: Initial Setup and Configuration | 20% | - Global settings and message bases - Queues, routing, and assignment rules - User administration and profiles |
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
Which four types are used by incidents queues?
- A. Standard
- B. Round Robin (Logged In)
- C. Advanced Routing
- D. LIFO
- E. Quick
- F. Round Robin (All)
- G. FIFO
Correct Answer: A,B,C,F 🗳️
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.
Correct Answer: A,D 🗳️
In your company, Oracle Service Cloud has workspaces where there are multiple reports and browser controls embedded for various requirements. You receive a complaint that the initial loading of the workspaces is very slow.
What is the quickest solution to speed up incident workspace loading?
- A. Removing fields in the workspaces
- B. Utilizing workflows and splitting functionality into more than one workspace
- C. Placing objects on different tabs and splitting the loading across multiple tabs
- D. Creating multiple workspaces per business function and assigning to different profiles
Correct Answer: D 🗳️
How can you enable add-ins to run locally without uploading it to the server?
- A. Configuration > Staff Management > Profiles > Required Profile > Select Developer Mode.
- B. Configuration > Staff Management > Profiles > Required Profile > Interfaces tab, Addin tab > Select Developer Mode.
- C. Configuration > Site Configuration > Addin Manager > Required Profile > Interfaces > Select Developer Mode.
- D. Configuration > Site Configuration > Addin Manager > Required Profile > Select Developer Mode.
Correct Answer: C 🗳️
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. Saturday 4 PM
- B. Tuesday 11 AM
- C. Saturday 6 PM
- D. Monday 10 AM
Correct Answer: A 🗳️
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