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

1. Which three statements are true about the Custom Process Model (CPM) in Oracle Service Cloud?

A) It is a PHP script that executes only synchronously.
B) It can be triggered by an event that occurs even on a custom object.
C) It is triggered by an event that occurs on standard objects only.
D) It can be triggered by an event that occurs on community objects.
E) It is always triggered from business rules.
F) It is triggered by an event that occurs on the standard objects that are used by queues.
G) It is also known as the Object Event Handler.

2. A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?

A) The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
B) The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.
C) The profile to which the agent is assigned does not have the incident workspace assigned.
D) The profile to which the agent is assigned does not have the Interface Access check box selected.
E) The profile to which the agent is assigned does not have a navigation set assigned.

3. Which three events are available with the JavaScript API?

A) onsaveclose ()
B) onbeforesave ()
C) enclose ()
D) ondataupdated()
E) onrefresh()
F) aftersave()

4. What are the three different types of pull policy for queues?

A) Strict Priority
B) First Due
C) Standard
D) Advanced
E) Manual
F) Round Robin

5. You want your system to offer a chat invitation to any customer who spends at least two minutes on a specific web page.
What should you use?

A) proactive chat widget
B) syndicate chat widget
C) configuration settings
D) business rules

Solutions: