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

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

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

2. How many rows can be returned by a tabular query?

A) 100
B) 10000
C) 100000
D) Unlimited
E) 1000

3. Which two statements are true about safe mode in relation to add-ins?

A) It allows an agent desktop to log in to the application with local add-in files.
B) It is enabled automatically if the previous shutdown of the agent desktop application did not happen normally.
C) It is a profile setting that must be enabled for a profile.
D) It is a setting that must be enabled at the interface level.
E) It allows an agent desktop to log in to the application without any add-ins.

4. An agent tries to open an incident from his or her recent items.
Which three components determine what appears to the agent on opening an incident record?

A) Workspace rules
B) SLAs
C) Profile workspace assignment
D) Configuration settings
E) Profile navigation assignment
F) Profile functional permissions

5. 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

Solutions: