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

1. Which six actions initiate the business rules engine to run their configured logic?

A) A customer updates contact details via the end-user pages.
B) A customer adds more information to their incident via the end-user pages.
C) An agent runs an incident report.
D) An agent views the rule log.
E) A customer creates an incident in the end user portal.
F) An administrator compiles the rules engine.
G) An agent edits an opportunity.
H) An agent creates or edits an answer.
I) An agent edits contacts, incidents, organizations, or tasks.
J) The rules engine is updated.

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

3. You find that the chat agent is not receiving chat messages, even though the agent is logged in. Which two actions can help resolve this problem?

A) Deselecting the Pull Chat check box in the agent's profile
B) Configuring advanced routing
C) Requesting Chat from File > Options > View Options
D) Clicking Request Chat on the Live Media bar
E) Fixing the chat workspace

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

5. Examine these functions:
f1- apply() f2 - setup(), f3 - validate(), f4 - cleanup(), f5- fetchObject() What is the correct sequence of execution of these functions during custom processes testing?

A) f2, f5, f3, f1, f4
B) f5, f2, f3, f4, f1
C) f2, f5, f1, f3, f4
D) f1, f2, f4, f3, f5
E) f1, f2, f5, f3, f4

Solutions: