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

1. Which four statements are true about incident rules?

A) A catch-all escalation action has no impact on incident rules.
B) Incident rules should have a minimum of two rule states.
C) Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
D) A catch-all rule has no impact on incident rules.
E) A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
F) All incident rules should have an action to transit from the initial state to another state.
G) Incident rules should have one rule state.

2. Which two statements are true about mailboxes?

A) Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.
B) The Dbtstatus utility is responsible for having incidents created after an email is sent to the Service Cloud mailbox.
C) Techmail is responsible for pulling emails from single or multiple mailboxes.
D) The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.
E) Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.

3. 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.

4. Which two statements are true about linking products, categories, and dispositions?

A) Product-category linking is independent of product-disposition linking.
B) Links can be created only between the parent levels of products, categories, and dispositions.
C) Links can be automatically created to categories and dispositions based on answers an incidents.
D) A leaf product's links are inherited from its parent product.
E) Product-category linking restricts customers from searching on the Customer Portal.

5. Which five practices deliver maximum reporting performance?

A) Providing values for runtime filters
B) Filtering on expressions and not on simple columns
C) Providing default values for runtime filters
D) Filtering on standard fields that are indexed
E) Using the complex expression operator instead of the like operator
F) Configuring many-to-many joins
G) Using outer joins rather than inner joins when possible
H) Using the like operator instead of the complex expression operator
I) Using index custom fields as filters
J) Using fixed filters whenever possible
K) Filtering on simple columns and not on expressions

Solutions: