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Oracle 1z1-981 Exam Syllabus Topics:

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

1. Which setup sequence is used to give permissions to an individual to access an application?

A) Navigation set > Profile > Staff Account
B) Staff Account > Profile > Navigation set
C) Profile > Navigation set > Staff Account
D) None. No sequence is required.

2. Which three events are available with the JavaScript API?

A) onsaveclose ()
B) enclose ()
C) ondataupdated()
D) onrefresh()
E) aftersave()
F) onbeforesave ()

3. A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?

A) The profile to which the agent is assigned does not have a navigation set assigned.
B) The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.
C) The profile to which the agent is assigned does not have the Interface Access check box selected.
D) The profile to which the agent is assigned does not have the incident workspace assigned.
E) The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.

4. Which six actions can have a null value?

A) Set Category
B) Set Disposition
C) Set Status
D) Set Mailbox
E) Set SLAs
F) Set Product
G) Set Queue
H) Set Fields
I) Set Assigned
J) Set Agent

5. Which three statements are true about the Custom Process Model (CPM) in Oracle Service Cloud?

A) It is always triggered from business rules.
B) It is triggered by an event that occurs on standard objects only.
C) It is also known as the Object Event Handler.
D) It is a PHP script that executes only synchronously.
E) It can be triggered by an event that occurs even on a custom object.
F) It can be triggered by an event that occurs on community objects.
G) It is triggered by an event that occurs on the standard objects that are used by queues.

Solutions: