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

1. Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?

A) Select the Chat check box that is associated with an agent's staff account.
B) Configure advanced routing.
C) Select the Pull Chat check box in the chat profile.
D) Enable the engagement engine.
E) Select the corresponding pull policy.

2. The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which statement is true?

A) You can change the default value to 60 minutes by amending the Site Configuration > Configuration Settings value.
B) You can change the default value to 60 minutes by using Site Configuration > Session Timeout.
C) Because the system default is 15 minutes, it cannot be changed.
D) You can change the default value to 60 minutes by using File > Options > Session Expiration.

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

4. Which six actions can have a null value?

A) Set Agent
B) Set Assigned
C) Set SLAs
D) Set Disposition
E) Set Fields
F) Set Category
G) Set Status
H) Set Mailbox
I) Set Queue
J) Set Product

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

Solutions: