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

1. You find that the chat agent is not receiving chat messages, even though the agent is logged in. Which two actions can help resolve this problem?

A) Configuring advanced routing
B) Requesting Chat from File > Options > View Options
C) Fixing the chat workspace
D) Clicking Request Chat on the Live Media bar
E) Deselecting the Pull Chat check box in the agent's profile

2. Which five practices deliver maximum reporting performance?

A) Using fixed filters whenever possible
B) Providing values for runtime filters
C) Using index custom fields as filters
D) Providing default values for runtime filters
E) Using outer joins rather than inner joins when possible
F) Using the like operator instead of the complex expression operator
G) Filtering on simple columns and not on expressions
H) Filtering on standard fields that are indexed
I) Using the complex expression operator instead of the like operator
J) Filtering on expressions and not on simple columns
K) Configuring many-to-many joins

3. Which two statements are true about a disposition?

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

4. Which three requirements can be implemented by using workspace rules?

A) Prompting a customer care executive to dynamically open a guide
B) Dynamically setting the URL for browser control
C) Calling a CPM script
D) Calling an add-in
E) Triggering escalation mails to the manager after the escalation time is over

5. In which two scenarios would you use multiple interfaces?

A) When you need multiple channels enabled such as email, chat, and web self-service
B) When your business operates in different lines of business
C) When multiple languages need to be supported
D) When new business processes need to be supported other than the standard contact center
E) When your portal needs the support of different channels for login

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