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

1. An agent is assigned a profile PI that is configured with three incident queues: q1, q2, and q3, and the pull policy is set to Manual. Which statement is true?

A) Agents will get incidents only from the ql queue.
B) Agents cannot use the Fill Inbox functionality because the pull policy is manual.
C) Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.
D) Agents can use the Fill Inbox functionality to select any of the three queues.

2. In a contact center setup, there are certain custom objects, such as Asset Repair records, that the contact center agents should be able to update only when the supervisor creates a record for them. The contact center agents should not be allowed to perform creation and deletion operations.
How can this be done?

A) by configuring settings at the time of creation of the custom object
B) by creating the Contact Center Agents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions
C) by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object
D) by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object

3. Which statement is true about the JavaScript API?

A) It cannot be used in Custom Object workspaces.
B) It Is available as JavaScript objects and can be exposed through browser controls in a workspace.
C) It comes with in-built exception handling.
D) It is available when you use the Connect Common Object Model CCOM for API operations.

4. 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) business rules
B) syndicate chat widget
C) proactive chat widget
D) configuration settings

5. Which three statements are true about headers of custom process models?

A) The/QDntain the version number of the Connect Common Object Model.
B) The header section is always commented.
C) They contain standard objects only.
D) They contain the version number of the PHP script.
E) They list only the events that are supported by the code implementation.
F) The header section needs to be uncommented during testing.
G) They contain all possible events with the objects.

Solutions: