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Oracle 1z1-981 Exam Syllabus Topics:

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

1. Which two REST API calls can be used to retrieve account information with ID 3?

A) https://yoursite.domain/services/rest/connect /latest/accounts/3
B) https://yoursite.domain/services/rest/connect /latest/accounts/ID/3
C) https://yoursite.domain/services/rest/connect /latest/accounts_ID/3
D) https://yoursite.domain/services/rest/connect /v1.3/accounts/ID/3
E) https://yoursite.domain/services/rest/connect /v1.3/accounts/3
F) https://yoursite.domain/services/rest/connect /v1.3/accounts_ID/3

2. Which is a sample object query?

A) SELECT Incident.ReferenceNumber, Incident.PrimaryContact-Contact.* FROM Incident;
B) SELECT ID FROM Contact WHERE Contact-Name.First like 'Chris' AND
Contact.Address.City='Bozeman';
C) SELECT C.Name.First FROM Contact C WHERE C.Name.First like ,C%';
D) SELECT 0.Contacts FROM Organization O WHERE O-ID = 1;

3. Which Oracle Service Cloud capability can assign chats based on language and product skills?

A) Syndicated chat
B) Advanced routing
C) Engagement engine
D) Business rules

4. Which four statements are true about reports?

A) Reports are shared between interfaces.
B) Reports are not common across the interface.
C) All the permissions from an imported report remain unchanged after an export.
D) Reports must be exported manually in all interfaces.
E) Published reports can be modified.
F) The owner of a report remains the same even if the report is imported by some other user.
G) After a report is published, the report data remains unchanged even as the knowledge base is updated.

5. Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.

A) No exit or finished event is being triggered on the script pages.
B) The agents are not able to get to the pages where they can end the script.
C) No return events are listed in the incident workflow for the script to use.
D) The script beginning and ending buttons are not enabled for the script pages.

Solutions: