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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Automation and Process Models | 15% | - Business rules and workflows - Custom Process Models (CPM) - Agent guidance and assistance tools |
| Topic 2: Initial Setup and Configuration | 20% | - Queues, routing, and assignment rules - User administration and profiles - Global settings and message bases |
| Topic 3: Reporting, Analytics, and Integration | 15% | - Creating and customizing reports - Connect SOAP and REST web services - Desktop and third-party integrations |
| Topic 4: Core Business Objects and Customization | 20% | - Variables, standard text, and templates - Incidents, contacts, and organizations - Custom objects, fields, and workspaces |
| Topic 5: Knowledge Advanced and Chat Integration | 15% | - Knowledge base configuration - Engagement Cloud integration - Chat and co-browse setup |
| Topic 6: Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Service Console and Agent Desktop - Architecture and core components |
Which setup sequence is used to give permissions to an individual to access an application?
Which three events are available with the JavaScript API?
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What could be the reason?
Which six actions can have a null value?
Which three statements are true about the Custom Process Model (CPM) in Oracle Service Cloud?
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