Try and practice the latest Oracle : 1z1-981 real questions & answers
Updated: Jul 30, 2026
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Oracle 1z1-981 Exam Overview:
| Certification Vendor: | Oracle |
| Exam Name: | Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials |
| Exam Number: | 1Z0-981 |
| Passing Score: | 63% |
| Available Languages: | English |
| Exam Duration: | 120 minutes |
| Real Exam Qty: | 72 |
| Exam Price: | USD 245 |
| Exam Format: | Multiple Choice, Scenario-based, Drag and Drop |
| Certificate Validity Period: | 18 months |
| Related Certifications: | Oracle Service Cloud Certification Track |
| Recommended Training: | Oracle Cross-Channel Contact Center Cloud Implementation Training |
| Exam Registration: | Pearson VUE Oracle Registration Oracle University Exam Page |
| Sample Questions: | Oracle 1z1-981 Sample Questions |
| Exam Way: | Online proctored or onsite at authorized Pearson VUE testing centers |
| Pre Condition: | No mandatory prerequisites; recommended 6+ months of hands-on implementation experience with Oracle Service Cloud / Cross-Channel Contact Center Cloud |
| Official Syllabus URL: | https://education.oracle.com/oracle-cross-channel-contact-center-cloud-2017-implementation-essentials/trackp_2892 |
Oracle 1z1-981 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Reporting, Analytics, and Integration | 15% | - Desktop and third-party integrations - Connect SOAP and REST web services - Creating and customizing reports |
| Core Business Objects and Customization | 20% | - Variables, standard text, and templates - Custom objects, fields, and workspaces - Incidents, contacts, and organizations |
| Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Service Console and Agent Desktop - Architecture and core components |
| Knowledge Advanced and Chat Integration | 15% | - Knowledge base configuration - Engagement Cloud integration - Chat and co-browse setup |
| Automation and Process Models | 15% | - Custom Process Models (CPM) - Business rules and workflows - Agent guidance and assistance tools |
| Initial Setup and Configuration | 20% | - Global settings and message bases - User administration and profiles - Queues, routing, and assignment rules |
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
1. 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 starts with a lowercase alphabet.
C) The column name contains an underscore.
D) The column name contains a space.
E) The column name contains a punctuation.
F) The column name starts with a number.
2. 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) Tuesday 11 AM
B) Monday 10 AM
C) Saturday 6 PM
D) Saturday 4 PM
3. A client requires you to set up chat and email as unlimited for an SLA. What must you do?
A) Use the default values.
B) Enter the value "Unlimited" in the chat and email fields.
C) Leave both the chat and email fields limit as blank.
D) Enter zero as the initial value for both fields.
4. Which four statements are true about reports?
A) Reports must be exported manually in all interfaces.
B) Reports are not common across the interface.
C) All the permissions from an imported report remain unchanged after an export.
D) The owner of a report remains the same even if the report is imported by some other user.
E) Reports are shared between interfaces.
F) Published reports can be modified.
G) After a report is published, the report data remains unchanged even as the knowledge base is updated.
5. Which two events can trigger Custom Process Models?
A) Refresh
B) OnSaveComplete
C) Update
D) Load
E) Create
Solutions:
| Question # 1 Answer: A,D,F | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: A,B,C,F | Question # 5 Answer: C,E |
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