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

1. Which three statements are true about add-ins?

A) They are the visual areas of Oracle Service Cloud Agent Desktop.
B) They always run locally to access local data.
C) They are written in the C# .NET programming language with the templates provided by Oracle Service Cloud.
D) They always run locally on the machines on which the desktop application runs.
E) They can be added to the Custom Portal area of Oracle Service Cloud.
F) They can be designed to create visual components and not perform any integrations.

2. Examine these functions:
f1- apply() f2 - setup(), f3 - validate(), f4 - cleanup(), f5- fetchObject() What is the correct sequence of execution of these functions during custom processes testing?

A) f2, f5, f1, f3, f4
B) f1, f2, f5, f3, f4
C) f2, f5, f3, f1, f4
D) f5, f2, f3, f4, f1
E) f1, f2, f4, f3, f5

3. A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?

A) The profile to which the agent is assigned does not have the Interface Access check box selected.
B) The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.
C) The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
D) The profile to which the agent is assigned does not have the incident workspace assigned.
E) The profile to which the agent is assigned does not have a navigation set assigned.

4. Which six actions can have a null value?

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

5. Which five practices deliver maximum reporting performance?

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

Solutions: