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

1. You are working on complete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?

A) Agent scripts
B) Business rules
C) Custom process model
D) Guided assistance
E) Intent guide

2. Which six actions can have a null value?

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

3. Which three features can be configured in advanced routing?

A) Queue limit
B) Skill time
C) Queue segregation
D) Queue overflow
E) Skill relaxation
F) Queue prioritization

4. How many rows can be returned by a tabular query?

A) 10000
B) 100
C) Unlimited
D) 100000
E) 1000

5. Which three functions are not part of the math group of functions?

A) truncate
B) rand
C) bitand
D) to_number
E) round
F) ceiling
G) lower
H) length
I) floor
J) power

Solutions: