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Oracle 1z1-981 Exam Syllabus Topics:

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

1. 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 exit or finished event is being triggered on the script pages.
B) No return events are listed in the incident workflow for the script to use.
C) The script beginning and ending buttons are not enabled for the script pages.
D) The agents are not able to get to the pages where they can end the script.

2. Which two statements are true about a disposition?

A) It helps to identify the root cause of an incident.
B) It can be made visible on the Customer Portal.
C) It can be set to a maximum depth of three in hierarchy levels.
D) It can be linked to categories.
E) It can be linked to products.

3. How can you enable add-ins to run locally without uploading it to the server?

A) Configuration > Staff Management > Profiles > Required Profile > Interfaces tab, Addin tab > Select Developer Mode.
B) Configuration > Site Configuration > Addin Manager > Required Profile > Interfaces > Select Developer Mode.
C) Configuration > Staff Management > Profiles > Required Profile > Select Developer Mode.
D) Configuration > Site Configuration > Addin Manager > Required Profile > Select Developer Mode.

4. 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

5. Which option should you use to create or configure queues?

A) Configuration > Application Appearance >Customizable Menus > System Menus
B) Configuration > Site Configuration > Message Bases
C) Configuration > Site Configuration > Configuration Settings
D) Configuration > Application Appearance > Customizable Menus > Custom Menus

Solutions: