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

2. Which three events are available with the JavaScript API?

A) onbeforesave ()
B) aftersave()
C) onsaveclose ()
D) ondataupdated()
E) onrefresh()
F) enclose ()

3. Which three requirements can be implemented by using workspace rules?

A) Calling a CPM script
B) Dynamically setting the URL for browser control
C) Prompting a customer care executive to dynamically open a guide
D) Calling an add-in
E) Triggering escalation mails to the manager after the escalation time is over

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

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

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

Solutions: