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

1. 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

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. 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

4. 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.

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

Solutions: