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| Section | Weight | Objectives |
|---|---|---|
| Core Business Objects and Customization | 20% | - Variables, standard text, and templates - Incidents, contacts, and organizations - Custom objects, fields, and workspaces |
| Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Architecture and core components - Service Console and Agent Desktop |
| Reporting, Analytics, and Integration | 15% | - Connect SOAP and REST web services - Desktop and third-party integrations - Creating and customizing reports |
| Initial Setup and Configuration | 20% | - User administration and profiles - Queues, routing, and assignment rules - Global settings and message bases |
| Automation and Process Models | 15% | - Agent guidance and assistance tools - Business rules and workflows - Custom Process Models (CPM) |
| Knowledge Advanced and Chat Integration | 15% | - Chat and co-browse setup - Knowledge base configuration - Engagement Cloud integration |
Which is a sample object query?
Which two REST API calls can be used to retrieve account information with ID 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?
Which five actions should you perform to configure advanced routing?
Which statement correctly differentiates between a bulk operation and a batch operation?
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