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

1. Which Oracle Service Cloud capability can assign chats based on language and product skills?

A) Engagement engine
B) Advanced routing
C) Business rules
D) Syndicated chat

2. Your customer wants an incident survey to be reopened automatically if it does not meet the minimum score.
Which three actions should you perform to meet this requirement?

A) Create a report for the survey scores.
B) Create a transactional survey.
C) Create a polling survey.
D) Assign scores to the survey questions and set the status field based on the responses.
E) Schedule the survey on a daily basis.
F) Write a business rule to reopen the case.

3. You make some changes to a message template.
Which statement is true about applying this change across multiple interfaces?

A) You need to use the export and import option.
B) You need to re-create the message template across the multiple interfaces.
C) The change is reflected across all interfaces by default.
D) You need to copy and paste the source code across the multiple interfaces.

4. What must you set to enable the email channel?

A) EGW_SECURE_UPDATE_ENABLED
B) EGW_ENABLED
C) EGW_AUTO_CONT_CREATE
D) EGW_SAVE_EMAIL_HEADERS
E) EGW_UPDATE_BY_CREATE

5. Examine these functions:
f1- apply() f2 - setup(), f3 - validate(), f4 - cleanup(), f5- fetchObject() What is the correct sequence of execution of these functions during custom processes testing?

A) f1, f2, f4, f3, f5
B) f1, f2, f5, f3, f4
C) f2, f5, f3, f1, f4
D) f2, f5, f1, f3, f4
E) f5, f2, f3, f4, f1

Solutions: