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

1. Which five actions should you perform to configure advanced routing?

A) Assign advanced routing permissions to a profile.
B) Define products and categories.
C) Configure collaboration with external users who are not agent desktop users.
D) Add product and category fields to the Live Help page of the Customer Portal.
E) Create an advanced routing incident queue.
F) Assign guided assistance permission to a profile.
G) Add Access Control to a navigation set.
H) Create and activate a rule to route incidents to the advanced routing incident queue.

2. You make some changes to your message template and deploy it globally, but the deployed status continues to show as pending.
What would you do to resolve this?

A) Accept the changes.
B) Save the deployment.
C) Validate the template.
D) Enable the global template.

3. Which statement correctly differentiates between a bulk operation and a batch operation?

A) A bulk operation performs the same operation on multiple objects, whereas a batch operation performs multiple operations.
B) A bulk operation performs the same operation on a single object, whereas a batch operation performs multiple operations on multiple objects.
C) A bulk operation performs multiple operations on the same object, whereas a batch operation perform the same operation on multiple objects.
D) A bulk operation performs a single operation, whereas a batch operation performs a single operation on a single object.

4. Which four view modes are available in the Report Editor?

A) Data Set View
B) Graphical View
C) Database View
D) Design View
E) Report View
F) Layout View

5. Which two statements are true about the Organization object in Service Cloud?

A) It is widely used in Business-to-Business scenarios.
B) It has a one-to-one relation with contacts.
C) It can be associated with incidents directly.
D) It is required to create an incident.
E) It has a one-to-many relation with contacts.

Solutions: