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Oracle 1z1-981 Exam Overview:
| Certification Vendor: | Oracle |
| Exam Name: | Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials |
| Exam Number: | 1Z0-981 |
| Exam Format: | Multiple Choice, Scenario-based, Drag and Drop |
| Real Exam Qty: | 72 |
| Certificate Validity Period: | 18 months |
| Passing Score: | 63% |
| Related Certifications: | Oracle Service Cloud Certification Track |
| Available Languages: | English |
| Exam Duration: | 120 minutes |
| Exam Price: | USD 245 |
| Recommended Training: | Oracle Cross-Channel Contact Center Cloud Implementation Training |
| Exam Registration: | Oracle University Exam Page Pearson VUE Oracle Registration |
| Sample Questions: | Oracle 1z1-981 Sample Questions |
| Exam Way: | Online proctored or onsite at authorized Pearson VUE testing centers |
| Pre Condition: | No mandatory prerequisites; recommended 6+ months of hands-on implementation experience with Oracle Service Cloud / Cross-Channel Contact Center Cloud |
| Official Syllabus URL: | https://education.oracle.com/oracle-cross-channel-contact-center-cloud-2017-implementation-essentials/trackp_2892 |
Oracle 1z1-981 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Core Business Objects and Customization | 20% | - Incidents, contacts, and organizations - Variables, standard text, and templates - Custom objects, fields, and workspaces |
| Topic 2: Reporting, Analytics, and Integration | 15% | - Desktop and third-party integrations - Creating and customizing reports - Connect SOAP and REST web services |
| Topic 3: Initial Setup and Configuration | 20% | - Queues, routing, and assignment rules - User administration and profiles - Global settings and message bases |
| Topic 4: Automation and Process Models | 15% | - Business rules and workflows - Agent guidance and assistance tools - Custom Process Models (CPM) |
| Topic 5: Knowledge Advanced and Chat Integration | 15% | - Chat and co-browse setup - Engagement Cloud integration - Knowledge base configuration |
| Topic 6: Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Architecture and core components - Service Console and Agent Desktop |
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
1. Which three requirements can be implemented by using workspace rules?
A) Calling a CPM script
B) Calling an add-in
C) Prompting a customer care executive to dynamically open a guide
D) Dynamically setting the URL for browser control
E) Triggering escalation mails to the manager after the escalation time is over
2. An agent tries to open an incident from his or her recent items.
Which three components determine what appears to the agent on opening an incident record?
A) SLAs
B) Profile functional permissions
C) Configuration settings
D) Workspace rules
E) Profile workspace assignment
F) Profile navigation assignment
3. Which two statements are true about generic objects?
A) They require the type of data to be set dynamically.
B) They can be used with standard objects.
C) They automatically consider a package to consist of custom objects.
D) They belong to a stand-alone class that is not derived from an RN object.
E) They are used when working with custom objects only.
4. 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 can use the Fill Inbox functionality to select any of the three queues.
B) Agents cannot use the Fill Inbox functionality because the pull policy is manual.
C) Agents will get incidents only from the ql queue.
D) Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.
5. Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?
A) Enable the engagement engine.
B) Select the Chat check box that is associated with an agent's staff account.
C) Configure advanced routing.
D) Select the Pull Chat check box in the chat profile.
E) Select the corresponding pull policy.
Solutions:
| Question # 1 Answer: B,C,D | Question # 2 Answer: B,E,F | Question # 3 Answer: B,C | Question # 4 Answer: A | Question # 5 Answer: D,E |
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