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Oracle 1z1-981 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Service Console and Agent Desktop - Architecture and core components |
| Topic 2: Reporting, Analytics, and Integration | 15% | - Connect SOAP and REST web services - Creating and customizing reports - Desktop and third-party integrations |
| Topic 3: Initial Setup and Configuration | 20% | - Queues, routing, and assignment rules - Global settings and message bases - User administration and profiles |
| Topic 4: Knowledge Advanced and Chat Integration | 15% | - Engagement Cloud integration - Chat and co-browse setup - Knowledge base configuration |
| Topic 5: Automation and Process Models | 15% | - Agent guidance and assistance tools - Business rules and workflows - Custom Process Models (CPM) |
| Topic 6: Core Business Objects and Customization | 20% | - Custom objects, fields, and workspaces - Incidents, contacts, and organizations - Variables, standard text, and templates |
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
1. 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) Enter the value "Unlimited" in the chat and email fields.
D) Leave both the chat and email fields limit as blank.
2. Which three statements are true about headers of custom process models?
A) They contain all possible events with the objects.
B) The header section needs to be uncommented during testing.
C) The/QDntain the version number of the Connect Common Object Model.
D) They list only the events that are supported by the code implementation.
E) The header section is always commented.
F) They contain the version number of the PHP script.
G) They contain standard objects only.
3. Which two statements are true about generic objects?
A) They automatically consider a package to consist of custom objects.
B) They can be used with standard objects.
C) They belong to a stand-alone class that is not derived from an RN object.
D) They require the type of data to be set dynamically.
E) They are used when working with custom objects only.
4. Which statement is true about the JavaScript API?
A) It Is available as JavaScript objects and can be exposed through browser controls in a workspace.
B) It cannot be used in Custom Object workspaces.
C) It comes with in-built exception handling.
D) It is available when you use the Connect Common Object Model CCOM for API operations.
5. Which two statements are true about a disposition?
A) It can be made visible on the Customer Portal.
B) It can be linked to categories.
C) It helps to identify the root cause of an incident.
D) It can be set to a maximum depth of three in hierarchy levels.
E) It can be linked to products.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D,E,G | Question # 3 Answer: A,B | Question # 4 Answer: A | Question # 5 Answer: C,E |
