Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials 認定 1z0-981 試験問題:

1. Your customer wants an incident survey to be reopened automatically if it does not meet the minimum score.
Which three actions should you perform to meet this requirement?

A) Create a report for the survey scores.
B) Assign scores to the survey questions and set the status field based on the responses.
C) Create a transactional survey.
D) Schedule the survey on a daily basis.
E) Write a business rule to reopen the case.
F) Create a polling survey.

2. Which three statements are true about the Custom Process Model (CPM) in Oracle Service Cloud?

A) It is triggered by an event that occurs on standard objects only.
B) It is triggered by an event that occurs on the standard objects that are used by queues.
C) It can be triggered by an event that occurs even on a custom object.
D) It is a PHP script that executes only synchronously.
E) It can be triggered by an event that occurs on community objects.
F) It is always triggered from business rules.
G) It is also known as the Object Event Handler.

3. Which option should you use to create or configure queues?

A) Configuration > Site Configuration > Message Bases
B) Configuration > Site Configuration > Configuration Settings
C) Configuration > Application Appearance >Customizable Menus > System Menus
D) Configuration > Application Appearance > Customizable Menus > Custom Menus

4. Which two are non-CRUD operations?

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

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

A) If a contact record exists, loading details from the contact found in the incident workspace
B) 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
C) Allowing an agent to switch between workspaces by clicking the "Select Workspace" button
D) If a contact record does not exist, creating a contact record as captured by an agent from customers
E) Capturing all incident-associated CO data from customers

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