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Oracle 1z1-981 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Knowledge Advanced and Chat Integration | 15% | - Knowledge base configuration - Engagement Cloud integration - Chat and co-browse setup |
| Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Service Console and Agent Desktop - Architecture and core components |
| Reporting, Analytics, and Integration | 15% | - Creating and customizing reports - Connect SOAP and REST web services - Desktop and third-party integrations |
| Automation and Process Models | 15% | - Agent guidance and assistance tools - Business rules and workflows - Custom Process Models (CPM) |
| Core Business Objects and Customization | 20% | - Custom objects, fields, and workspaces - Variables, standard text, and templates - Incidents, contacts, and organizations |
| Initial Setup and Configuration | 20% | - Queues, routing, and assignment rules - User administration and profiles - Global settings and message bases |
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
Your customer has designed a guide to explain in detail to end users how to apply for a career guidance program. The customer wants this guide to be placed on the Customer Portal pages and a survey to be opened when an option in this guide is selected.
Which survey type would you use?
- A. Website link survey
- B. Polling survey
- C. Transactional survey in rules
- D. Broadcast survey
Correct Answer: A 🗳️
You want to ensure that some specific content in messages can be hidden for seme messages. What would you use to meet this requirement?
- A. Merge fields
- B. Incident thread fields
- C. Custom fields
- D. Conditional fields
Correct Answer: D 🗳️
Which two types of joins are available in analytics?
- A. Outer LTD) External
- B. Peripheral
- C. Internal
- D. Intersection
- E. Inner
Correct Answer: A,E 🗳️
Which three events are available with the JavaScript API?
- A. onbeforesave ()
- B. onrefresh()
- C. aftersave()
- D. enclose ()
- E. onsaveclose ()
- F. ondataupdated()
Correct Answer: A,D,F 🗳️
You want your system to offer a chat invitation to any customer who spends at least two minutes on a specific web page.
What should you use?
- A. configuration settings
- B. syndicate chat widget
- C. proactive chat widget
- D. business rules
Correct Answer: B 🗳️
