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

1. You are creating custom fields and enter a column name. However, you receive an error when you try to save it.
Identify three reasons for this.

A) The column name contains a space.
B) The column name starts with a lowercase alphabet.
C) The column name contains an underscore.
D) The column name starts with a number.
E) The column name contains a dollar symbol.
F) The column name contains a punctuation.

2. A client requires you to set up chat and email as unlimited for an SLA. What must you do?

A) Use the default values.
B) Enter zero as the initial value for both fields.
C) Leave both the chat and email fields limit as blank.
D) Enter the value "Unlimited" in the chat and email fields.

3. Which five actions should you perform to configure advanced routing?

A) Add Access Control to a navigation set.
B) Create and activate a rule to route incidents to the advanced routing incident queue.
C) Add product and category fields to the Live Help page of the Customer Portal.
D) Configure collaboration with external users who are not agent desktop users.
E) Assign advanced routing permissions to a profile.
F) Define products and categories.
G) Create an advanced routing incident queue.
H) Assign guided assistance permission to a profile.

4. Which statement correctly differentiates between a bulk operation and a batch operation?

A) A bulk operation performs a single operation, whereas a batch operation performs a single operation on a single object.
B) A bulk operation performs the same operation on a single object, whereas a batch operation performs multiple operations on multiple objects.
C) A bulk operation performs the same operation on multiple objects, whereas a batch operation performs multiple operations.
D) A bulk operation performs multiple operations on the same object, whereas a batch operation perform the same operation on multiple objects.

5. Which two statements are true when working with add-ins in a Custom Object workspace?

A) IGenericObject is the interface that is available with the Connect Common Object Model (CCOM) API for custom objects.
B) Using the record context, you can obtain an instance of a custom object by passing the package name and object name.
C) You cannot obtain a custom object instance directly by using the add-in API. You need to use the Connect web service for SOAP again for the, same.
D) IGenericObject is the interface that is available with the add-in API for custom objects.
E) It is not possible to automate anything by using an add-in framework in a Custom Object workspace.

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