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Oracle 1z1-981 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Knowledge Advanced and Chat Integration | 15% | - Engagement Cloud integration - Knowledge base configuration - Chat and co-browse setup |
| Reporting, Analytics, and Integration | 15% | - Desktop and third-party integrations - Connect SOAP and REST web services - Creating and customizing reports |
| Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Architecture and core components - Service Console and Agent Desktop |
| Automation and Process Models | 15% | - Custom Process Models (CPM) - Business rules and workflows - Agent guidance and assistance tools |
| Initial Setup and Configuration | 20% | - Queues, routing, and assignment rules - User administration and profiles - Global settings and message bases |
| Core Business Objects and Customization | 20% | - Variables, standard text, and templates - Custom objects, fields, and workspaces - Incidents, contacts, and organizations |
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
Which four view modes are available in the Report Editor?
- A. Graphical View
- B. Design View
- C. Data Set View
- D. Report View
- E. Layout View
- F. Database View
Which five actions should you perform to configure advanced routing?
- A. Assign advanced routing permissions to a profile.
- B. Configure collaboration with external users who are not agent desktop users.
- C. Assign guided assistance permission to a profile.
- D. Create an advanced routing incident queue.
- E. Add Access Control to a navigation set.
- F. Define products and categories.
- G. Create and activate a rule to route incidents to the advanced routing incident queue.
- H. Add product and category fields to the Live Help page of the Customer Portal.
Which two components can be edited in a standard report?
- A. Graphs
- B. Permissions
- C. Non-selectable filters
- D. Column headings
- E. Report headings
- F. Schedules
For which three reasons should you recommend using workflows?
- A. They help customers find relevant knowledge answers.
- B. They reduce human error.
- C. They guide agents through complex customer interactions and data updates.
- D. They can sort incidents raised by a contact.
- E. They promote efficiency.
Which two are non-CRUD operations?
- A. RNObject[] = Binding.Create(RNObject[] Objects, CreateProcessingOptions Options);
- B. ResetContactPasswordResponseMsg = Binding.ResetContactPassword(ID ContactID);
- C. CSVTableSet results = RunAnalyticsReport(AnalyticsReport ReportObject, int Limit, int Start, string Delimiter, bool ReturnRawResult, bool DisableMTOM, out byte[] FileData);
- D. ReturnRawResult, bool DisableMTOM, out byte[] FileData);
RNObject[] rnObjects = _client.Get(clientlnfoHeader, objects, options); - E. UpdateResponseMsg = Binding.Update(RNObject[] Objects, UpdateProcessingOptions ProcessingOptions);
- F. CSVTableSet = Binding.QueryCSV(string Query, int PageSize, string Delimiter, bool
