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Oracle 1z1-981 Exam Syllabus Topics:

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

1. Which two statements are true when working with add-ins in a Custom Object workspace?

A) It is not possible to automate anything by using an add-in framework in a Custom Object workspace.
B) You cannot obtain a custom object instance directly by using the add-in API. You need to use the Connect web service for SOAP again for the, same.
C) Using the record context, you can obtain an instance of a custom object by passing the package name and object name.
D) IGenericObject is the interface that is available with the add-in API for custom objects.
E) IGenericObject is the interface that is available with the Connect Common Object Model (CCOM) API for custom objects.

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

3. Which four types are used by incidents queues?

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

4. Which two REST API calls can be used to retrieve account information with ID 3?

A) https://yoursite.domain/services/rest/connect /v1.3/accounts/3
B) https://yoursite.domain/services/rest/connect /v1.3/accounts/ID/3
C) https://yoursite.domain/services/rest/connect /latest/accounts_ID/3
D) https://yoursite.domain/services/rest/connect /latest/accounts/3
E) https://yoursite.domain/services/rest/connect /latest/accounts/ID/3
F) https://yoursite.domain/services/rest/connect /v1.3/accounts_ID/3

5. In your company, Oracle Service Cloud has workspaces where there are multiple reports and browser controls embedded for various requirements. You receive a complaint that the initial loading of the workspaces is very slow.
What is the quickest solution to speed up incident workspace loading?

A) Utilizing workflows and splitting functionality into more than one workspace
B) Placing objects on different tabs and splitting the loading across multiple tabs
C) Removing fields in the workspaces
D) Creating multiple workspaces per business function and assigning to different profiles

Solutions: