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

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

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

2. Which two statements are true about Oracle Service Cloud accelerators?

A) They
are available at http://www.oracle.com/technetwork.
B) They are code samples to show how integrations can be built by using the public integration capabilities of Oracle Service Cloud.
C) Oracle provides support for all accelerators.
D) The source files for all listed accelerators are available for download.
E) They are complete plug-and-play tools that can be used with Oracle Service Cloud in any client environment free of cost.

3. Which two events can trigger Custom Process Models?

A) OnSaveComplete
B) Load
C) Create
D) Refresh
E) Update

4. The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which statement is true?

A) You can change the default value to 60 minutes by amending the Site Configuration > Configuration Settings value.
B) You can change the default value to 60 minutes by using File > Options > Session Expiration.
C) Because the system default is 15 minutes, it cannot be changed.
D) You can change the default value to 60 minutes by using Site Configuration > Session Timeout.

5. You are working on complete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?

A) Agent scripts
B) Business rules
C) Guided assistance
D) Intent guide
E) Custom process model

Solutions: