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Oracle 1z1-981 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| System Configuration and Administration | - Platform setup
|
| Routing and Work Distribution | - Routing rules and policies
|
| Cross-Channel Contact Center Fundamentals | - Contact center architecture and components
|
| Reporting and Analytics | - Historical reporting
|
| Integration and Extensibility | - External system integration
|
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
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
Correct Answer: B,E 🗳️
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;
Correct Answer: B 🗳️
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
Correct Answer: B 🗳️
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.
Correct Answer: B,C,D,E 🗳️
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.
Correct Answer: A,C 🗳️
