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

1. Which three functions are not part of the math group of functions?

A) length
B) rand
C) lower
D) ceiling
E) truncate
F) to_number
G) bitand
H) power
I) round
J) floor

2. Which three requirements can be implemented by using workspace rules?

A) Prompting a customer care executive to dynamically open a guide
B) Triggering escalation mails to the manager after the escalation time is over
C) Calling a CPM script
D) Dynamically setting the URL for browser control
E) Calling an add-in

3. Which two statements are true about mailboxes?

A) The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.
B) Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.
C) The Dbtstatus utility is responsible for having incidents created after an email is sent to the Service Cloud mailbox.
D) Techmail is responsible for pulling emails from single or multiple mailboxes.
E) Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.

4. Which five practices deliver maximum reporting performance?

A) Using index custom fields as filters
B) Providing values for runtime filters
C) Filtering on simple columns and not on expressions
D) Using the like operator instead of the complex expression operator
E) Using fixed filters whenever possible
F) Configuring many-to-many joins
G) Providing default values for runtime filters
H) Filtering on expressions and not on simple columns
I) Using outer joins rather than inner joins when possible
J) Filtering on standard fields that are indexed
K) Using the complex expression operator instead of the like operator

5. In which two scenarios would you use multiple interfaces?

A) When you need multiple channels enabled such as email, chat, and web self-service
B) When multiple languages need to be supported
C) When new business processes need to be supported other than the standard contact center
D) When your business operates in different lines of business
E) When your portal needs the support of different channels for login

Solutions: