Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials 認定 1z1-981 試験問題:

1. Which two statements are true about a disposition?

A) It can be linked to products.
B) It helps to identify the root cause of an incident.
C) It can be linked to categories.
D) It can be set to a maximum depth of three in hierarchy levels.
E) It can be made visible on the Customer Portal.

2. Which is a sample object query?

A) SELECT C.Name.First FROM Contact C WHERE C.Name.First like ,C%';
B) SELECT Incident.ReferenceNumber, Incident.PrimaryContact-Contact.* FROM Incident;
C) SELECT ID FROM Contact WHERE Contact-Name.First like 'Chris' AND
Contact.Address.City='Bozeman';
D) SELECT 0.Contacts FROM Organization O WHERE O-ID = 1;

3. 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) Reports are not common across the interface.
C) After a report is published, the report data remains unchanged even as the knowledge base is updated.
D) Reports are shared between interfaces.
E) Published reports can be modified.
F) Reports must be exported manually in all interfaces.
G) All the permissions from an imported report remain unchanged after an export.

4. In a contact center setup, there are certain custom objects, such as Asset Repair records, that the contact center agents should be able to update only when the supervisor creates a record for them. The contact center agents should not be allowed to perform creation and deletion operations.
How can this be done?

A) by creating the Contact Center Agents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions
B) by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object
C) by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object
D) by configuring settings at the time of creation of the custom object

5. Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?

A) Configure advanced routing.
B) Enable the engagement engine.
C) Select the corresponding pull policy.
D) Select the Chat check box that is associated with an agent's staff account.
E) Select the Pull Chat check box in the chat profile.

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