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

1. In your company, Oracle Service Cloud has workspaces where there are multiple reports and browser controls embedded for various requirements. You receive a complaint that the initial loading of the workspaces is very slow.
What is the quickest solution to speed up incident workspace loading?

A) Creating multiple workspaces per business function and assigning to different profiles
B) Placing objects on different tabs and splitting the loading across multiple tabs
C) Removing fields in the workspaces
D) Utilizing workflows and splitting functionality into more than one workspace

2. 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 configuring settings at the time of creation of the custom object
B) 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
C) by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object
D) by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object

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 three statements are true about the Custom Process Model (CPM) in Oracle Service Cloud?

A) It can be triggered by an event that occurs even on a custom object.
B) It is triggered by an event that occurs on the standard objects that are used by queues.
C) It can be triggered by an event that occurs on community objects.
D) It is always triggered from business rules.
E) It is triggered by an event that occurs on standard objects only.
F) It is also known as the Object Event Handler.
G) It is a PHP script that executes only synchronously.

5. Which three statements are true about Service Level Agreements?

A) They enable you to restrict the number of incidents raised by end users through various channels.
B) They enable you to set a timeline for an agent to respond to an incident.
C) They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.
D) They enable you to specify the duration for which an incident can be kept in waiting status.
E) They enable you to restrict what agents can view as part of navigation on the console.
F) They enable you to set the reports that are visible to an agent.

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