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

1. Which four statements are true about reports?

A) All the permissions from an imported report remain unchanged after an export.
B) The owner of a report remains the same even if the report is imported by some other user.
C) Reports are shared between interfaces.
D) Reports are not common across the interface.
E) Published reports can be modified.
F) Reports must be exported manually in all interfaces.
G) After a report is published, the report data remains unchanged even as the knowledge base is updated.

2. Which two statements are true about mailboxes?

A) Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.
B) Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.
C) The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.
D) The Dbtstatus utility is responsible for having incidents created after an email is sent to the Service Cloud mailbox.
E) Techmail is responsible for pulling emails from single or multiple mailboxes.

3. A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?

A) The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
B) The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.
C) The profile to which the agent is assigned does not have a navigation set assigned.
D) The profile to which the agent is assigned does not have the incident workspace assigned.
E) The profile to which the agent is assigned does not have the Interface Access check box selected.

4. Which three features can be configured in advanced routing?

A) Skill time
B) Skill relaxation
C) Queue limit
D) Queue prioritization
E) Queue segregation
F) Queue overflow

5. For which three reasons should you recommend using workflows?

A) They guide agents through complex customer interactions and data updates.
B) They can sort incidents raised by a contact.
C) They promote efficiency.
D) They help customers find relevant knowledge answers.
E) They reduce human error.

Solutions: