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

1. 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) Intent guide
D) Guided assistance
E) Agent scripts

2. Which four view modes are available in the Report Editor?

A) Data Set View
B) Graphical View
C) Design View
D) Database View
E) Report View
F) Layout View

3. Which six actions can have a null value?

A) Set Product
B) Set Status
C) Set Mailbox
D) Set Agent
E) Set SLAs
F) Set Disposition
G) Set Category
H) Set Queue
I) Set Assigned
J) Set Fields

4. Which three statements are true about Service Level Agreements?

A) They enable you to set the reports that are visible to an agent.
B) They enable you to restrict the number of incidents raised by end users through various channels.
C) They enable you to set a timeline for an agent to respond to an incident.
D) They enable you to specify the duration for which an incident can be kept in waiting status.
E) They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.
F) They enable you to restrict what agents can view as part of navigation on the console.

5. Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?

A) Select the Pull Chat check box in the chat profile.
B) Select the Chat check box that is associated with an agent's staff account.
C) Configure advanced routing.
D) Enable the engagement engine.
E) Select the corresponding pull policy.

Solutions: