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Oracle 1z1-981 Exam Syllabus Topics:

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

1. In a contact center setup, there are certain custom objects, such as Asset Repair records, that the contact center agents should be able to update only when the supervisor creates a record for them. The contact center agents should not be allowed to perform creation and deletion operations.
How can this be done?

A) by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object
B) by configuring settings at the time of creation of the custom object
C) by creating the Contact Center Agents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions
D) by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object

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

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

3. What must you set to enable the email channel?

A) EGW_SECURE_UPDATE_ENABLED
B) EGW_ENABLED
C) EGW_SAVE_EMAIL_HEADERS
D) EGW_UPDATE_BY_CREATE
E) EGW_AUTO_CONT_CREATE

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

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

5. Examine these functions:
f1- apply() f2 - setup(), f3 - validate(), f4 - cleanup(), f5- fetchObject() What is the correct sequence of execution of these functions during custom processes testing?

A) f2, f5, f1, f3, f4
B) f2, f5, f3, f1, f4
C) f1, f2, f4, f3, f5
D) f5, f2, f3, f4, f1
E) f1, f2, f5, f3, f4

Solutions: