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Oracle 1z1-981 Exam Syllabus Topics:

SectionObjectives
Topic 1: Integration and Extensibility- External system integration
  • 1. API-based integration
    • 2. CRM integration concepts
      Topic 2: System Configuration and Administration- Platform setup
      • 1. Tenant and service configuration
        • 2. Security and access control
          - Operational administration
          • 1. User and role management
            • 2. Monitoring and maintenance
              Topic 3: Routing and Work Distribution- Routing rules and policies
              • 1. Skill-based routing configuration
                • 2. Queue management
                  - Agent assignment
                  • 1. Agent availability handling
                    • 2. Work assignment strategies
                      Topic 4: Reporting and Analytics- Historical reporting
                      • 1. Activity and interaction reports
                        - Performance monitoring
                        • 1. Real-time dashboards
                          • 2. Contact center KPIs
                            Topic 5: Cross-Channel Contact Center Fundamentals- Channel configuration
                            • 1. Email, chat, and voice channel setup
                              • 2. Digital messaging integration
                                - Contact center architecture and components
                                • 1. Omnichannel communication concepts
                                  • 2. Oracle Contact Center Cloud overview

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

                                    Question #1

                                    An agent is assigned a profile PI that is configured with three incident queues: q1, q2, and q3, and the pull policy is set to Manual. Which statement is true?

                                    • A. Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.
                                    • B. Agents will get incidents only from the ql queue.
                                    • C. Agents cannot use the Fill Inbox functionality because the pull policy is manual.
                                    • D. Agents can use the Fill Inbox functionality to select any of the three queues.
                                    Reveal Solution  Discussion  0

                                    Correct Answer: D  🗳️

                                    Question #2

                                    Which two statements are true about linking products, categories, and dispositions?

                                    • A. Links can be automatically created to categories and dispositions based on answers an incidents.
                                    • B. Product-category linking is independent of product-disposition linking.
                                    • C. A leaf product's links are inherited from its parent product.
                                    • D. Links can be created only between the parent levels of products, categories, and dispositions.
                                    • E. Product-category linking restricts customers from searching on the Customer Portal.
                                    Reveal Solution  Discussion  0

                                    Correct Answer: B,E  🗳️

                                    Question #3

                                    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 starts with a number.
                                    • F. The column name contains a punctuation.
                                    Reveal Solution  Discussion  0

                                    Correct Answer: A,D,E  🗳️

                                    Question #4

                                    Which five actions should you perform to configure advanced routing?

                                    • A. Add Access Control to a navigation set.
                                    • B. Create an advanced routing incident queue.
                                    • C. Add product and category fields to the Live Help page of the Customer Portal.
                                    • D. Assign advanced routing permissions to a profile.
                                    • E. Create and activate a rule to route incidents to the advanced routing incident queue.
                                    • F. Define products and categories.
                                    • G. Assign guided assistance permission to a profile.
                                    • H. Configure collaboration with external users who are not agent desktop users.
                                    Reveal Solution  Discussion  0

                                    Correct Answer: A,D,E,F,H  🗳️

                                    Question #5

                                    Which four view modes are available in the Report Editor?

                                    • A. Report View
                                    • B. Graphical View
                                    • C. Design View
                                    • D. Database View
                                    • E. Layout View
                                    • F. Data Set View
                                    Reveal Solution  Discussion  0

                                    Correct Answer: A,C,E,F  🗳️

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