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Oracle 1z1-981 Exam Syllabus Topics:

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

Question 1

What are the three different types of pull policy for queues?

A. Advanced
B. Round Robin
C. Strict Priority
D. Standard
E. Manual
F. First Due

Question 2

You want your system to offer a chat invitation to any customer who spends at least two minutes on a specific web page.
What should you use?

A. syndicate chat widget
B. business rules
C. configuration settings
D. proactive chat widget

Question 3

What would you use for repetitive text with a single point of maintenance for any changes to the text?

A. Custom field
B. Custom object field
C. Merge field
D. Variable

Question 4

An agent is assigned a profile PI that is configured with three incident queues: q1, q2, and q3, and the pull policy is set to Manual. Which statement is true?

A. Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.
B. Agents will get incidents only from the ql queue.
C. Agents cannot use the Fill Inbox functionality because the pull policy is manual.
D. Agents can use the Fill Inbox functionality to select any of the three queues.

Question 5

You make some changes to your message template and deploy it globally, but the deployed status continues to show as pending.
What would you do to resolve this?

A. Validate the template.
B. Enable the global template.
C. Accept the changes.
D. Save the deployment.

Solutions: