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

1. Which two events can trigger Custom Process Models?

A) Load
B) Update
C) OnSaveComplete
D) Refresh
E) Create

2. Which four types are used by incidents queues?

A) Quick
B) FIFO
C) Standard
D) Round Robin (All)
E) Round Robin (Logged In)
F) LIFO
G) Advanced Routing

3. Your customer has designed a guide to explain in detail to end users how to apply for a career guidance program. The customer wants this guide to be placed on the Customer Portal pages and a survey to be opened when an option in this guide is selected.
Which survey type would you use?

A) Website link survey
B) Transactional survey in rules
C) Polling survey
D) Broadcast survey

4. A client requires you to set up chat and email as unlimited for an SLA. What must you do?

A) Enter zero as the initial value for both fields.
B) Use the default values.
C) Leave both the chat and email fields limit as blank.
D) Enter the value "Unlimited" in the chat and email fields.

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

A) Variable
B) Custom field
C) Merge field
D) Custom object field

Solutions: