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

1. Which two statements are true about a disposition?

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

2. Which three statements are true about navigation sets?

A) Using navigation sets, you can configure whether to show the Home navigation pane or not.
B) Using navigation sets, you can define what quick links can be seen when navigating File > Link.
C) Using navigation sets, you can configure whether to show the Recent Items navigation pane or not.
D) The same navigation set can be set for different interfaces.
E) Using navigation sets, you can define what new objects can be created by using the File menu.
F) Using navigation sets, you can configure which quick search reports can be seen.

3. Which four types are used by incidents queues?

A) Standard
B) Quick
C) LIFO
D) Round Robin (Logged In)
E) FIFO
F) Advanced Routing
G) Round Robin (All)

4. You are working on complete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?

A) Business rules
B) Guided assistance
C) Custom process model
D) Agent scripts
E) Intent guide

5. Which four statements are true about reports?

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

Solutions: