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

1. Which five actions should you perform to configure advanced routing?

A) Add Access Control to a navigation set.
B) Define products and categories.
C) Create and activate a rule to route incidents to the advanced routing incident queue.
D) Assign guided assistance permission to a profile.
E) Configure collaboration with external users who are not agent desktop users.
F) Assign advanced routing permissions to a profile.
G) Add product and category fields to the Live Help page of the Customer Portal.
H) Create an advanced routing incident queue.

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

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

3. Which two REST API calls can be used to retrieve account information with ID 3?

A) https://yoursite.domain/services/rest/connect /v1.3/accounts_ID/3
B) https://yoursite.domain/services/rest/connect /latest/accounts/3
C) https://yoursite.domain/services/rest/connect /v1.3/accounts/ID/3
D) https://yoursite.domain/services/rest/connect /v1.3/accounts/3
E) https://yoursite.domain/services/rest/connect /latest/accounts/ID/3
F) https://yoursite.domain/services/rest/connect /latest/accounts_ID/3

4. An agent tries to open an incident from his or her recent items.
Which three components determine what appears to the agent on opening an incident record?

A) Profile navigation assignment
B) SLAs
C) Configuration settings
D) Profile workspace assignment
E) Workspace rules
F) Profile functional permissions

5. 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 4 PM
C) Saturday 6 PM
D) Tuesday 11 AM

Solutions: