Oracle Cross-Channel Contact Center Cloud 2019 Implementation Essentials (1Z1-1038) Free Practice Test

Question 1

When an incident is opened, your customer wants to have different workspaces opened based on the products selected in the "Ask a Question" form on the Customer Portal pages.
Which three elements are necessary to design the workflow?

A. Entry Point

B. Load

C. Return

D. Workspace

E. Decision

F. Set Fields

Correct Answer: A,D,E

Question 2

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 copy and paste the source code across the multiple interfaces.

C. The change is reflected across all interfaces by default.

D. You need to re-create the message template across the multiple interfaces.

Correct Answer: B

Question 3

The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which statement is true?

A. You can change the default value to 60 minutes by using Site Configuration > Session Timeout.

B. You can change the default value to 60 minutes by amending the Site Configuration > Configuration Settings value.

C. Because the system default is 15 minutes, it cannot be changed.

D. You can change the default value to 60 minutes by using File > Options > Session Expiration.

Correct Answer: B

Question 4

Which is an invalid data type?

A. Date/time

B. Integer

C. Radio

D. Text field

E. Float

F. Menu

G. Text area

Correct Answer: C

Question 5

Which three features can be configured in advanced routing?

A. Skill relaxation

B. Queue segregation

C. Queue prioritization

D. Queue limit

E. Skill time

F. Queue overflow

Correct Answer: A,C,F

Question 6

Which two statements are true about a disposition?

A. It can be made visible on the Customer Portal.

B. It can be linked to categories.

C. It helps to identify the root cause of an incident.

D. It can be linked to products.

E. It can be set to a maximum depth of three in hierarchy levels.

Correct Answer: C,D

Question 7

How many rows can be returned by a tabular query?

A. 10000

B. 100

C. Unlimited

D. 100000

E. 1000

Correct Answer: E

Question 8

What would you use for repetitive text with a single point of maintenance for any changes to the text?

A. Merge field

B. Custom field

C. Variable

D. Custom object field

Correct Answer: C

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Oracle Cross-Channel Contact Center Cloud 2019 Implementation Essentials (1Z1-1038) Free Practice Test