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

1. What would you use for repetitive text with a single point of maintenance for any changes to the text?

A) Merge field
B) Custom field
C) Custom object field
D) Variable

2. Which three statements are true about add-ins?

A) They always run locally to access local data.
B) They always run locally on the machines on which the desktop application runs.
C) They are written in the C# .NET programming language with the templates provided by Oracle Service Cloud.
D) They can be designed to create visual components and not perform any integrations.
E) They can be added to the Custom Portal area of Oracle Service Cloud.
F) They are the visual areas of Oracle Service Cloud Agent Desktop.

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

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

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

5. Which five actions should you perform to configure advanced routing?

A) Assign advanced routing permissions to a profile.
B) Add product and category fields to the Live Help page of the Customer Portal.
C) Add Access Control to a navigation set.
D) Create and activate a rule to route incidents to the advanced routing incident queue.
E) Create an advanced routing incident queue.
F) Define products and categories.
G) Configure collaboration with external users who are not agent desktop users.
H) Assign guided assistance permission to a profile.

Solutions: