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

1. An agent tries to open an incident from his or her recent items.
Which three components determine what appears to the agent on opening an incident record?

A) SLAs
B) Profile navigation assignment
C) Configuration settings
D) Workspace rules
E) Profile functional permissions
F) Profile workspace assignment

2. Which two statements are true about the Organization object in Service Cloud?

A) It has a one-to-many relation with contacts.
B) It is widely used in Business-to-Business scenarios.
C) It can be associated with incidents directly.
D) It is required to create an incident.
E) It has a one-to-one relation with contacts.

3. In which two scenarios would you use multiple interfaces?

A) When your portal needs the support of different channels for login
B) When you need multiple channels enabled such as email, chat, and web self-service
C) When multiple languages need to be supported
D) When new business processes need to be supported other than the standard contact center
E) When your business operates in different lines of business

4. Which three statements are true about navigation sets?

A) Using navigation sets, you can define what quick links can be seen when navigating File > Link.
B) The same navigation set can be set for different interfaces.
C) Using navigation sets, you can configure which quick search reports can be seen.
D) Using navigation sets, you can configure whether to show the Recent Items navigation pane or not.
E) Using navigation sets, you can define what new objects can be created by using the File menu.
F) Using navigation sets, you can configure whether to show the Home navigation pane or not.

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

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

Solutions: