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

1. Which five practices deliver maximum reporting performance?

A) Using index custom fields as filters
B) Providing default values for runtime filters
C) Configuring many-to-many joins
D) Filtering on simple columns and not on expressions
E) Filtering on standard fields that are indexed
F) Using the complex expression operator instead of the like operator
G) Filtering on expressions and not on simple columns
H) Providing values for runtime filters
I) Using the like operator instead of the complex expression operator
J) Using fixed filters whenever possible
K) Using outer joins rather than inner joins when possible

2. Which four statements are true about reports?

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

3. Which three requirements can be implemented by using workspace rules?

A) Calling an add-in
B) Triggering escalation mails to the manager after the escalation time is over
C) Calling a CPM script
D) Dynamically setting the URL for browser control
E) Prompting a customer care executive to dynamically open a guide

4. Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.

A) No return events are listed in the incident workflow for the script to use.
B) The agents are not able to get to the pages where they can end the script.
C) The script beginning and ending buttons are not enabled for the script pages.
D) No exit or finished event is being triggered on the script pages.

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

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

Solutions: