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

1. How can you set a preference that is local to your machine?

A) By selecting Navigation pane > Configuration > Staff Management > Profiles
B) By selecting File > Configuration
C) By selecting File > Settings
D) By selecting File > Options

2. Which two types of joins are available in analytics?

A) Internal
B) Inner
C) Peripheral
D) Outer LTD) External
E) Intersection

3. A customer has defined Service Intervals at the interface level (Response Requirements) as Monday to Friday (10-17 hours) and at the SLA LI level as Monday to Saturday (10-18 hours) with a response time of 6 hours.
An incident arrives on Friday at 7 PM and is applied to the SLA LI instance.
What is the response due time?

A) Monday 10 AM
B) Saturday 6 PM
C) Saturday 4 PM
D) Tuesday 11 AM

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 will get incidents only from the ql queue.
B) Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.
C) Agents cannot use the Fill Inbox functionality because the pull policy is manual.
D) Agents can use the Fill Inbox functionality to select any of the three queues.

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

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

Solutions: