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Oracle 1z1-981 Exam Syllabus Topics:

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

1. Which Oracle Service Cloud capability can assign chats based on language and product skills?

A) Syndicated chat
B) Business rules
C) Advanced routing
D) Engagement engine

2. 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

3. Which two components can be edited in a standard report?

A) Report headings
B) Permissions
C) Schedules
D) Column headings
E) Non-selectable filters
F) Graphs

4. Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?

A) Select the corresponding pull policy.
B) Select the Pull Chat check box in the chat profile.
C) Configure advanced routing.
D) Select the Chat check box that is associated with an agent's staff account.
E) Enable the engagement engine.

5. Which four statements are true about incident rules?

A) All incident rules should have an action to transit from the initial state to another state.
B) A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
C) A catch-all escalation action has no impact on incident rules.
D) A catch-all rule has no impact on incident rules.
E) Incident rules should have a minimum of two rule states.
F) Incident rules should have one rule state.
G) Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.

Solutions: