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

1. How can you enable add-ins to run locally without uploading it to the server?

A) Configuration > Site Configuration > Addin Manager > Required Profile > Select Developer Mode.
B) Configuration > Staff Management > Profiles > Required Profile > Select Developer Mode.
C) Configuration > Site Configuration > Addin Manager > Required Profile > Interfaces > Select Developer Mode.
D) Configuration > Staff Management > Profiles > Required Profile > Interfaces tab, Addin tab > Select Developer Mode.

2. Which three requirements can be implemented by using workspace rules?

A) Calling a CPM script
B) Calling an add-in
C) Dynamically setting the URL for browser control
D) Triggering escalation mails to the manager after the escalation time is over
E) Prompting a customer care executive to dynamically open a guide

3. Which six actions can have a null value?

A) Set Queue
B) Set Assigned
C) Set Product
D) Set Mailbox
E) Set Disposition
F) Set Agent
G) Set SLAs
H) Set Fields
I) Set Category
J) Set Status

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

5. Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.

A) No return events are listed in the incident workflow for the script to use.
B) The script beginning and ending buttons are not enabled for the script pages.
C) The agents are not able to get to the pages where they can end the script.
D) No exit or finished event is being triggered on the script pages.

Solutions: