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Oracle 1z1-981 Exam Syllabus Topics:

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

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

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

3. Which two statements are true about safe mode in relation to add-ins?

A) It is enabled automatically if the previous shutdown of the agent desktop application did not happen normally.
B) It is a profile setting that must be enabled for a profile.
C) It is a setting that must be enabled at the interface level.
D) It allows an agent desktop to log in to the application without any add-ins.
E) It allows an agent desktop to log in to the application with local add-in files.

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

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

5. Your customer has designed a guide to explain in detail to end users how to apply for a career guidance program. The customer wants this guide to be placed on the Customer Portal pages and a survey to be opened when an option in this guide is selected.
Which survey type would you use?

A) Polling survey
B) Transactional survey in rules
C) Broadcast survey
D) Website link survey

Solutions: