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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 linking products, categories, and dispositions?

A) Product-category linking restricts customers from searching on the Customer Portal.
B) Product-category linking is independent of product-disposition linking.
C) Links can be created only between the parent levels of products, categories, and dispositions.
D) Links can be automatically created to categories and dispositions based on answers an incidents.
E) A leaf product's links are inherited from its parent product.

2. Which is an invalid data type?

A) Integer
B) Text area
C) Menu
D) Text field
E) Float
F) Date/time
G) Radio

3. Which two statements are true about a disposition?

A) It can be linked to categories.
B) It can be made visible on the Customer Portal.
C) It can be set to a maximum depth of three in hierarchy levels.
D) It can be linked to products.
E) It helps to identify the root cause of an incident.

4. Which two statements are true about mailboxes?

A) Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.
B) The Dbtstatus utility is responsible for having incidents created after an email is sent to the Service Cloud mailbox.
C) Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.
D) The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.
E) Techmail is responsible for pulling emails from single or multiple mailboxes.

5. Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.

A) The agents are not able to get to the pages where they can end the script.
B) No exit or finished event is being triggered on the script pages.
C) No return events are listed in the incident workflow for the script to use.
D) The script beginning and ending buttons are not enabled for the script pages.

Solutions: