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

1. Which is a sample object query?

A) SELECT ID FROM Contact WHERE Contact-Name.First like 'Chris' AND
Contact.Address.City='Bozeman';
B) SELECT C.Name.First FROM Contact C WHERE C.Name.First like ,C%';
C) SELECT Incident.ReferenceNumber, Incident.PrimaryContact-Contact.* FROM Incident;
D) SELECT 0.Contacts FROM Organization O WHERE O-ID = 1;

2. A customer has defined Service Intervals at the interface level (Response Requirements) as Monday to Friday (10-17 hours) and at the SLA LI level as Monday to Saturday (10-18 hours) with a response time of 6 hours.
An incident arrives on Friday at 7 PM and is applied to the SLA LI instance.
What is the response due time?

A) Saturday 4 PM
B) Tuesday 11 AM
C) Monday 10 AM
D) Saturday 6 PM

3. 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) Decision
B) Load
C) Return
D) Workspace
E) Entry Point
F) Set Fields

4. You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?

A) Create custom fields for the address and phone numbers.
B) Create variables with the current address and phone numbers.
C) Update variables with the changed address and phone numbers.
D) Create the standard text with the current address and phone numbers.
E) Update custom fields with the changed address and phone numbers.
F) Update the standard text with the changed address and phone numbers.

5. Which three statements are true about navigation sets?

A) Using navigation sets, you can configure which quick search reports can be seen.
B) The same navigation set can be set for different interfaces.
C) Using navigation sets, you can define what quick links can be seen when navigating File > Link.
D) Using navigation sets, you can configure whether to show the Recent Items navigation pane or not.
E) Using navigation sets, you can configure whether to show the Home navigation pane or not.
F) Using navigation sets, you can define what new objects can be created by using the File menu.

Solutions: