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

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

2. You make some changes to a message template.
Which statement is true about applying this change across multiple interfaces?

A) You need to copy and paste the source code across the multiple interfaces.
B) You need to use the export and import option.
C) You need to re-create the message template across the multiple interfaces.
D) The change is reflected across all interfaces by default.

3. When an incident is opened, your customer wants to have different workspaces opened based on the products selected in the "Ask a Question" form on the Customer Portal pages.
Which three elements are necessary to design the workflow?

A) Entry Point
B) Decision
C) Load
D) Return
E) Set Fields
F) Workspace

4. Which five practices deliver maximum reporting performance?

A) Configuring many-to-many joins
B) Using index custom fields as filters
C) Filtering on simple columns and not on expressions
D) Providing default values for runtime filters
E) Using outer joins rather than inner joins when possible
F) Using the like operator instead of the complex expression operator
G) Using fixed filters whenever possible
H) Providing values for runtime filters
I) Filtering on standard fields that are indexed
J) Using the complex expression operator instead of the like operator
K) Filtering on expressions and not on simple columns

5. Which two statements are true about linking products, categories, and dispositions?

A) Product-category linking is independent of product-disposition linking.
B) Product-category linking restricts customers from searching on the Customer Portal.
C) A leaf product's links are inherited from its parent product.
D) Links can be automatically created to categories and dispositions based on answers an incidents.
E) Links can be created only between the parent levels of products, categories, and dispositions.

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