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

1. Which two statements are true about chat surveys?

A) You can create a chat rule to pop up a transactional survey at the end of a chat session.
B) You cannot link customer data back to the chat that is submitted.
C) You can send a chat survey only while a customer is on the chat.
D) You can create a chat rule to email a transactional survey to a customer after a chat session.

2. Which two are non-CRUD operations?

A) RNObject[] = Binding.Create(RNObject[] Objects, CreateProcessingOptions Options);
B) CSVTableSet results = RunAnalyticsReport(AnalyticsReport ReportObject, int Limit, int Start, string Delimiter, bool ReturnRawResult, bool DisableMTOM, out byte[] FileData);
C) ReturnRawResult, bool DisableMTOM, out byte[] FileData);
RNObject[] rnObjects = _client.Get(clientlnfoHeader, objects, options);
D) ResetContactPasswordResponseMsg = Binding.ResetContactPassword(ID ContactID);
E) CSVTableSet = Binding.QueryCSV(string Query, int PageSize, string Delimiter, bool
F) UpdateResponseMsg = Binding.Update(RNObject[] Objects, UpdateProcessingOptions ProcessingOptions);

3. What must you set to enable the email channel?

A) EGW_SAVE_EMAIL_HEADERS
B) EGW_SECURE_UPDATE_ENABLED
C) EGW_ENABLED
D) EGW_AUTO_CONT_CREATE
E) EGW_UPDATE_BY_CREATE

4. Which three statements are true about navigation sets?

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

5. Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?

A) If a contact record does not exist, creating a contact record as captured by an agent from customers
B) Allowing an agent to switch between workspaces by clicking the "Select Workspace" button
C) If a contact record exists, loading details from the contact found in the incident workspace
D) Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier
E) Capturing all incident-associated CO data from customers

Solutions: