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Oracle 1z1-981 Exam Syllabus Topics:

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

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

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

2. Which setup sequence is used to give permissions to an individual to access an application?

A) Staff Account > Profile > Navigation set
B) Navigation set > Profile > Staff Account
C) Profile > Navigation set > Staff Account
D) None. No sequence is required.

3. You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?

A) Create custom fields for the address and phone numbers.
B) Create the standard text with the current address and phone numbers.
C) Update the standard text with the changed address and phone numbers.
D) Update custom fields with the changed address and phone numbers.
E) Update variables with the changed address and phone numbers.
F) Create variables with the current address and phone numbers.

4. An agent tries to open an incident from his or her recent items.
Which three components determine what appears to the agent on opening an incident record?

A) Profile workspace assignment
B) Profile navigation assignment
C) Configuration settings
D) SLAs
E) Profile functional permissions
F) Workspace rules

5. You want to ensure that some specific content in messages can be hidden for seme messages. What would you use to meet this requirement?

A) Incident thread fields
B) Conditional fields
C) Custom fields
D) Merge fields

Solutions: