- Exam Code: 1z1-981
- Exam Name: Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials
- Certification Provider: Oracle
- Corresponding Certification:Oracle Service Cloud
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Oracle 1z1-981 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Cross-Channel Contact Center Cloud Implementation | - Add-ins and Integrations
|
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
Which two statements are true about mailboxes?
- A. Techmail is responsible for pulling emails from single or multiple mailboxes.
- 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. The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.
- E. Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.
Correct Answer: A,D 🗳️
Which four statements are true about incident rules?
- A. A catch-all escalation action has no impact on incident rules.
- B. Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
- C. All incident rules should have an action to transit from the initial state to another state.
- D. Incident rules should have one rule state.
- E. A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
- F. Incident rules should have a minimum of two rule states.
- G. A catch-all rule has no impact on incident rules.
Correct Answer: B,C,D,E 🗳️
You are creating custom fields and enter a column name. However, you receive an error when you try to save it.
Identify three reasons for this.
- A. The column name contains a dollar symbol.
- B. The column name contains a punctuation.
- C. The column name starts with a lowercase alphabet.
- D. The column name contains a space.
- E. The column name contains an underscore.
- F. The column name starts with a number.
Correct Answer: A,D,F 🗳️
Which three statements are true about headers of custom process models?
- A. They list only the events that are supported by the code implementation.
- B. They contain all possible events with the objects.
- C. The header section is always commented.
- D. They contain standard objects only.
- E. They contain the version number of the PHP script.
- F. The header section needs to be uncommented during testing.
- G. The/QDntain the version number of the Connect Common Object Model.
Correct Answer: A,C,D 🗳️
Which three features can be configured in advanced routing?
- A. Queue limit
- B. Queue prioritization
- C. Skill relaxation
- D. Queue overflow
- E. Skill time
- F. Queue segregation
Correct Answer: B,C,D 🗳️
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