1z1-981 by Oracle Actual Free Exam Q&As

Question 1

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.

Discussion 0

Correct Answer: B,E Vote an answer

Question 2

For which three reasons should you recommend using workflows?

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

Discussion 0

Correct Answer: B,D,E Vote an answer

Question 3

Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?

A. Select the Chat check box that is associated with an agent's staff account. B. Configure advanced routing. C. Select the Pull Chat check box in the chat profile. D. Select the corresponding pull policy. E. Enable the engagement engine.

Discussion 0

Correct Answer: C,D Vote an answer

Question 4

A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?

A. The profile to which the agent is assigned does not have a navigation set assigned. B. The profile to which the agent is assigned does not have the Interface Access check box selected. C. The profile to which the agent is assigned does not have the incident workspace assigned. D. The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab. E. The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.

Discussion 0

Correct Answer: B Vote an answer

Question 5

Which three features can be configured in advanced routing?

A. Skill relaxation B. Queue limit C. Queue overflow D. Skill time E. Queue prioritization F. Queue segregation

Discussion 0

Correct Answer: A,C,E Vote an answer

Question 6

Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.

A. The agents are not able to get to the pages where they can end the script. B. No return events are listed in the incident workflow for the script to use. C. No exit or finished event is being triggered on the script pages. D. The script beginning and ending buttons are not enabled for the script pages.

Discussion 0

Correct Answer: B,C Vote an answer

Question 7

Which three events are available with the JavaScript API?

A. onbeforesave () B. enclose () C. onrefresh() D. onsaveclose () E. aftersave() F. ondataupdated()

Discussion 0

Correct Answer: A,B,F Vote an answer

Question 8

Which three statements are true about navigation sets?

A. Using navigation sets, you can define what quick links can be seen when navigating File > Link. B. Using navigation sets, you can configure whether to show the Recent Items navigation pane or not. C. Using navigation sets, you can configure whether to show the Home navigation pane or not. D. The same navigation set can be set for different interfaces. E. Using navigation sets, you can configure which quick search reports can be seen. F. Using navigation sets, you can define what new objects can be created by using the File menu.

Discussion 0

Correct Answer: C,D,E Vote an answer

Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials - 1z1-981 Exam Practice Test