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

1. What are the three different types of pull policy for queues?

A) First Due
B) Manual
C) Round Robin
D) Standard
E) Advanced
F) Strict Priority

2. You make some changes to your message template and deploy it globally, but the deployed status continues to show as pending.
What would you do to resolve this?

A) Save the deployment.
B) Enable the global template.
C) Validate the template.
D) Accept the changes.

3. Which two statements are true about generic objects?

A) They automatically consider a package to consist of custom objects.
B) They require the type of data to be set dynamically.
C) They can be used with standard objects.
D) They are used when working with custom objects only.
E) They belong to a stand-alone class that is not derived from an RN object.

4. 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

5. An agent is assigned a profile PI that is configured with three incident queues: q1, q2, and q3, and the pull policy is set to Manual. Which statement is true?

A) Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.
B) Agents will get incidents only from the ql queue.
C) Agents can use the Fill Inbox functionality to select any of the three queues.
D) Agents cannot use the Fill Inbox functionality because the pull policy is manual.

Solutions: