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Oracle 1z1-981 Exam Syllabus Topics:

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

1. Which two statements are true about generic objects?

A) They require the type of data to be set dynamically.
B) They are used when working with custom objects only.
C) They automatically consider a package to consist of custom objects.
D) They belong to a stand-alone class that is not derived from an RN object.
E) They can be used with standard objects.

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 the Permissions > Custom Object tab, selecting appropriate permissions for the custom object
C) 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
D) by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object

3. You are creating custom fields and enter a column name. However, you receive an error when you try to save it.
Identify three reasons for this.

A) The column name contains an underscore.
B) The column name starts with a number.
C) The column name contains a punctuation.
D) The column name starts with a lowercase alphabet.
E) The column name contains a space.
F) The column name contains a dollar symbol.

4. What must you set to enable the email channel?

A) EGW_ENABLED
B) EGW_SAVE_EMAIL_HEADERS
C) EGW_SECURE_UPDATE_ENABLED
D) EGW_AUTO_CONT_CREATE
E) EGW_UPDATE_BY_CREATE

5. Your customer wants an incident survey to be reopened automatically if it does not meet the minimum score.
Which three actions should you perform to meet this requirement?

A) Schedule the survey on a daily basis.
B) Create a transactional survey.
C) Assign scores to the survey questions and set the status field based on the responses.
D) Create a polling survey.
E) Create a report for the survey scores.
F) Write a business rule to reopen the case.

Solutions: