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

2. Which three statements are true about headers of custom process models?

A) They list only the events that are supported by the code implementation.
B) The header section is always commented.
C) The header section needs to be uncommented during testing.
D) They contain the version number of the PHP script.
E) They contain standard objects only.
F) They contain all possible events with the objects.
G) The/QDntain the version number of the Connect Common Object Model.

3. You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?

A) Update the standard text with the changed address and phone numbers.
B) Update custom fields with the changed address and phone numbers.
C) Create the standard text with the current address and phone numbers.
D) Update variables with the changed address and phone numbers.
E) Create variables with the current address and phone numbers.
F) Create custom fields for the address and phone numbers.

4. Which four view modes are available in the Report Editor?

A) Report View
B) Database View
C) Graphical View
D) Design View
E) Layout View
F) Data Set View

5. For which three reasons should you recommend using workflows?

A) They can sort incidents raised by a contact.
B) They guide agents through complex customer interactions and data updates.
C) They promote efficiency.
D) They reduce human error.
E) They help customers find relevant knowledge answers.

Solutions: