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Oracle 1z1-981 Exam Syllabus Topics:

Section	Objectives
Routing and Work Distribution	- Agent assignment 1. Agent availability handling 2. Work assignment strategies - Routing rules and policies 1. Skill-based routing configuration 2. Queue management
Integration and Extensibility	- External system integration 1. API-based integration 2. CRM integration concepts
Reporting and Analytics	- Historical reporting 1. Activity and interaction reports - Performance monitoring 1. Contact center KPIs 2. Real-time dashboards
Cross-Channel Contact Center Fundamentals	- Channel configuration 1. Digital messaging integration 2. Email, chat, and voice channel setup - Contact center architecture and components 1. Oracle Contact Center Cloud overview 2. Omnichannel communication concepts
System Configuration and Administration	- Platform setup 1. Security and access control 2. Tenant and service configuration - Operational administration 1. Monitoring and maintenance 2. User and role management

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

Question 1

Which is a sample object query?

A. SELECT Incident.ReferenceNumber, Incident.PrimaryContact-Contact.* FROM Incident;
B. SELECT C.Name.First FROM Contact C WHERE C.Name.First like ,C%';
C. SELECT 0.Contacts FROM Organization O WHERE O-ID = 1;
D. SELECT ID FROM Contact WHERE Contact-Name.First like 'Chris' AND
Contact.Address.City='Bozeman';

Question 2

You make some changes to a message template.
Which statement is true about applying this change across multiple interfaces?

A. You need to re-create the message template across the multiple interfaces.
B. The change is reflected across all interfaces by default.
C. You need to copy and paste the source code across the multiple interfaces.
D. You need to use the export and import option.

Question 3

In which two scenarios would you use multiple interfaces?

A. When your portal needs the support of different channels for login
B. When multiple languages need to be supported
C. When your business operates in different lines of business
D. When new business processes need to be supported other than the standard contact center
E. When you need multiple channels enabled such as email, chat, and web self-service

Question 4

How frequently does Oracle release a new version of a product?

A. Once in six months
B. Once in three months
C. Every month
D. Once in four months

Question 5

You want your system to offer a chat invitation to any customer who spends at least two minutes on a specific web page.
What should you use?

A. syndicate chat widget
B. configuration settings
C. business rules
D. proactive chat widget

Solutions:

Question 1 Answer: D

Question 2 Answer: C

Question 3 Answer: B,C

Question 4 Answer: B

Question 5 Answer: A