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Oracle 1z1-981 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Core Business Objects and Customization | 20% | - Incidents, contacts, and organizations - Custom objects, fields, and workspaces - Variables, standard text, and templates |
| Reporting, Analytics, and Integration | 15% | - Connect SOAP and REST web services - Desktop and third-party integrations - Creating and customizing reports |
| Automation and Process Models | 15% | - Custom Process Models (CPM) - Business rules and workflows - Agent guidance and assistance tools |
| Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Service Console and Agent Desktop - Architecture and core components |
| Initial Setup and Configuration | 20% | - User administration and profiles - Queues, routing, and assignment rules - Global settings and message bases |
| Knowledge Advanced and Chat Integration | 15% | - Knowledge base configuration - Engagement Cloud integration - Chat and co-browse setup |
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) Code containing custom business logic
D) Test script
E) Footer
F) Code containing integration with external systems
2. In your company, Oracle Service Cloud has workspaces where there are multiple reports and browser controls embedded for various requirements. You receive a complaint that the initial loading of the workspaces is very slow.
What is the quickest solution to speed up incident workspace loading?
A) Creating multiple workspaces per business function and assigning to different profiles
B) Removing fields in the workspaces
C) Utilizing workflows and splitting functionality into more than one workspace
D) Placing objects on different tabs and splitting the loading across multiple tabs
3. Which six actions can have a null value?
A) Set Category
B) Set Queue
C) Set Mailbox
D) Set Status
E) Set Assigned
F) Set SLAs
G) Set Disposition
H) Set Product
I) Set Fields
J) Set Agent
4. An agent tries to open an incident from his or her recent items.
Which three components determine what appears to the agent on opening an incident record?
A) Profile functional permissions
B) Workspace rules
C) SLAs
D) Configuration settings
E) Profile navigation assignment
F) Profile workspace assignment
5. Which is an invalid data type?
A) Float
B) Text area
C) Menu
D) Text field
E) Radio
F) Integer
G) Date/time
Solutions:
| Question # 1 Answer: A,B,C | Question # 2 Answer: A | Question # 3 Answer: B,C,F,G,I | Question # 4 Answer: A,E,F | Question # 5 Answer: E |
