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

1. Which four types are used by incidents queues?

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

2. Which two statements are true about chat surveys?

A) You can create a chat rule to email a transactional survey to a customer after a chat session.
B) You can create a chat rule to pop up a transactional survey at the end of a chat session.
C) You cannot link customer data back to the chat that is submitted.
D) You can send a chat survey only while a customer is on the chat.

3. What must you set to enable the email channel?

A) EGW_UPDATE_BY_CREATE
B) EGW_ENABLED
C) EGW_SAVE_EMAIL_HEADERS
D) EGW_SECURE_UPDATE_ENABLED
E) EGW_AUTO_CONT_CREATE

4. A client requires you to set up chat and email as unlimited for an SLA. What must you do?

A) Use the default values.
B) Enter zero as the initial value for both fields.
C) Enter the value "Unlimited" in the chat and email fields.
D) Leave both the chat and email fields limit as blank.

5. Which two components can be edited in a standard report?

A) Permissions
B) Non-selectable filters
C) Column headings
D) Report headings
E) Schedules
F) Graphs

Solutions: