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Last Updated: Oct 23, 2026
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Oracle 1z1-981 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Integration and Extensibility | - External system integration
|
| Topic 2: System Configuration and Administration | - Platform setup
|
| Topic 3: Reporting and Analytics | - Performance monitoring
|
| Topic 4: Cross-Channel Contact Center Fundamentals | - Contact center architecture and components
|
| Topic 5: Routing and Work Distribution | - Routing rules and policies
|
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
You want to ensure that some specific content in messages can be hidden for seme messages. What would you use to meet this requirement?
- A. Merge fields
- B. Conditional fields
- C. Custom fields
- D. Incident thread fields
Correct Answer: B 🗳️
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. No return events are listed in the incident workflow for the script to use.
- B. The agents are not able to get to the pages where they can end the script.
- C. The script beginning and ending buttons are not enabled for the script pages.
- D. No exit or finished event is being triggered on the script pages.
Correct Answer: A,D 🗳️
Which three statements are true about Service Level Agreements?
- A. They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.
- B. They enable you to restrict what agents can view as part of navigation on the console.
- C. They enable you to specify the duration for which an incident can be kept in waiting status.
- D. They enable you to set the reports that are visible to an agent.
- E. They enable you to set a timeline for an agent to respond to an incident.
- F. They enable you to restrict the number of incidents raised by end users through various channels.
Correct Answer: A,C,E 🗳️
Your customer wants an incident survey to be reopened automatically if it does not meet the minimum score.
Which three actions should you perform to meet this requirement?
- A. Assign scores to the survey questions and set the status field based on the responses.
- B. Create a polling survey.
- C. Create a transactional survey.
- D. Create a report for the survey scores.
- E. Write a business rule to reopen the case.
- F. Schedule the survey on a daily basis.
Correct Answer: A,C,E 🗳️
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 to appear in the Menu option selected on the Services tab.
- 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 Read option selected on the Permissions > Services tab.
- D. The profile to which the agent is assigned does not have a navigation set assigned.
- E. The profile to which the agent is assigned does not have the incident workspace assigned.
Correct Answer: B 🗳️
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