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

1. In a contact center setup, there are certain custom objects, such as Asset Repair records, that the contact center agents should be able to update only when the supervisor creates a record for them. The contact center agents should not be allowed to perform creation and deletion operations.
How can this be done?

A) by creating the Contact Center Agents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions
B) by configuring settings at the time of creation of the custom object
C) by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object
D) by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object

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

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

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

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

4. You want to ensure that some specific content in messages can be hidden for seme messages. What would you use to meet this requirement?

A) Incident thread fields
B) Conditional fields
C) Custom fields
D) Merge fields

5. Which statement correctly differentiates between a bulk operation and a batch operation?

A) A bulk operation performs a single operation, whereas a batch operation performs a single operation on a single object.
B) A bulk operation performs multiple operations on the same object, whereas a batch operation perform the same operation on multiple objects.
C) A bulk operation performs the same operation on multiple objects, whereas a batch operation performs multiple operations.
D) A bulk operation performs the same operation on a single object, whereas a batch operation performs multiple operations on multiple objects.

Solutions: