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Oracle 1z0-981 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Knowledge Advanced and Chat Integration | 15% | - Chat and co-browse setup - Knowledge base configuration - Engagement Cloud integration |
| Automation and Process Models | 15% | - Agent guidance and assistance tools - Business rules and workflows - Custom Process Models (CPM) |
| Reporting, Analytics, and Integration | 15% | - Creating and customizing reports - Connect SOAP and REST web services - Desktop and third-party integrations |
| Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Architecture and core components - Service Console and Agent Desktop |
| Core Business Objects and Customization | 20% | - Incidents, contacts, and organizations - Variables, standard text, and templates - Custom objects, fields, and workspaces |
| Initial Setup and Configuration | 20% | - Queues, routing, and assignment rules - User administration and profiles - Global settings and message bases |
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
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 the incident workspace assigned.
- 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 a navigation set 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 to appear in the Menu option selected on the Services tab.
Correct Answer: D 🗳️
Which two REST API calls can be used to retrieve account information with ID 3?
- A. https://yoursite.domain/services/rest/connect /v1.3/accounts/3
- B. https://yoursite.domain/services/rest/connect /latest/accounts_ID/3
- C. https://yoursite.domain/services/rest/connect /v1.3/accounts_ID/3
- D. https://yoursite.domain/services/rest/connect /v1.3/accounts/ID/3
- E. https://yoursite.domain/services/rest/connect /latest/accounts/3
- F. https://yoursite.domain/services/rest/connect /latest/accounts/ID/3
Correct Answer: A,F 🗳️
Which four statements are true about reports?
- A. Reports are not common across the interface.
- B. The owner of a report remains the same even if the report is imported by some other user.
- C. Reports are shared between interfaces.
- D. All the permissions from an imported report remain unchanged after an export.
- E. Published reports can be modified.
- F. After a report is published, the report data remains unchanged even as the knowledge base is updated.
- G. Reports must be exported manually in all interfaces.
Correct Answer: A,D,E,G 🗳️
Which two statements are true about a disposition?
- A. It can be set to a maximum depth of three in hierarchy levels.
- B. It can be linked to products.
- C. It helps to identify the root cause of an incident.
- D. It can be linked to categories.
- E. It can be made visible on the Customer Portal.
Correct Answer: B,C 🗳️
In your company, Oracle Service Cloud has workspaces where there are multiple reports and browser controls embedded for various requirements. You receive a complaint that the initial loading of the workspaces is very slow.
What is the quickest solution to speed up incident workspace loading?
- A. Removing fields in the workspaces
- B. Creating multiple workspaces per business function and assigning to different profiles
- C. Utilizing workflows and splitting functionality into more than one workspace
- D. Placing objects on different tabs and splitting the loading across multiple tabs
Correct Answer: B 🗳️
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