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

1. Which Oracle Service Cloud capability can assign chats based on language and product skills?

A) Syndicated chat
B) Business rules
C) Advanced routing
D) Engagement engine

2. A customer has defined Service Intervals at the interface level (Response Requirements) as Monday to Friday (10-17 hours) and at the SLA LI level as Monday to Saturday (10-18 hours) with a response time of 6 hours.
An incident arrives on Friday at 7 PM and is applied to the SLA LI instance.
What is the response due time?

A) Monday 10 AM
B) Saturday 6 PM
C) Tuesday 11 AM
D) Saturday 4 PM

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

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

4. 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 script beginning and ending buttons are not enabled for the script pages.
D) The agents are not able to get to the pages where they can end the script.

5. You find that the chat agent is not receiving chat messages, even though the agent is logged in. Which two actions can help resolve this problem?

A) Fixing the chat workspace
B) Configuring advanced routing
C) Clicking Request Chat on the Live Media bar
D) Deselecting the Pull Chat check box in the agent's profile
E) Requesting Chat from File > Options > View Options

Solutions: