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

1. What are three required sections for Custom Process Models?

A) Header
B) Test harness
C) Test script
D) Footer
E) Code containing integration with external systems
F) Code containing custom business logic

2. Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.

A) No return events are listed in the incident workflow for the script to use.
B) No exit or finished event is being triggered on the script pages.
C) The agents are not able to get to the pages where they can end the script.
D) The script beginning and ending buttons are not enabled for the script pages.

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

4. Which three statements are true about navigation sets?

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

5. Which two statements are true about chat surveys?

A) You can create a chat rule to email a transactional survey to a customer after 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 pop up a transactional survey at the end of a chat session.

Solutions: