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

1. Which statement correctly differentiates between a bulk operation and a batch operation?

A) A bulk operation performs a single operation, whereas a batch operation performs a single operation on a single object.
B) A bulk operation performs multiple operations on the same object, whereas a batch operation perform the same operation on multiple objects.
C) A bulk operation performs the same operation on a single object, whereas a batch operation performs multiple operations on multiple objects.
D) A bulk operation performs the same operation on multiple objects, whereas a batch operation performs multiple operations.

2. You want to ensure that some specific content in messages can be hidden for seme messages. What would you use to meet this requirement?

A) Incident thread fields
B) Merge fields
C) Custom fields
D) Conditional fields

3. 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

4. Which four statements are true about reports?

A) The owner of a report remains the same even if the report is imported by some other user.
B) All the permissions from an imported report remain unchanged after an export.
C) Reports must be exported manually in all interfaces.
D) Reports are shared between interfaces.
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 are not common across the interface.

5. Which Oracle Service Cloud capability can assign chats based on language and product skills?

A) Advanced routing
B) Syndicated chat
C) Engagement engine
D) Business rules

Solutions: