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Updated: May 31, 2026
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Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
1. Which four view modes are available in the Report Editor?
A) Design View
B) Layout View
C) Database View
D) Data Set View
E) Graphical View
F) Report View
2. You find that the chat agent is not receiving chat messages, even though the agent is logged in. Which two actions can help resolve this problem?
A) Clicking Request Chat on the Live Media bar
B) Configuring advanced routing
C) Fixing the chat workspace
D) Deselecting the Pull Chat check box in the agent's profile
E) Requesting Chat from File > Options > View Options
3. A customer has defined Service Intervals at the interface level (Response Requirements) as Monday to Friday (10-17 hours) and at the SLA LI level as Monday to Saturday (10-18 hours) with a response time of 6 hours.
An incident arrives on Friday at 7 PM and is applied to the SLA LI instance.
What is the response due time?
A) Tuesday 11 AM
B) Saturday 6 PM
C) Monday 10 AM
D) Saturday 4 PM
4. 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) Save the deployment.
B) Validate the template.
C) Accept the changes.
D) Enable the global template.
5. Your customer has designed a guide to explain in detail to end users how to apply for a career guidance program. The customer wants this guide to be placed on the Customer Portal pages and a survey to be opened when an option in this guide is selected.
Which survey type would you use?
A) Transactional survey in rules
B) Polling survey
C) Broadcast survey
D) Website link survey
Solutions:
| Question # 1 Answer: A,B,D,F | Question # 2 Answer: A,C | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: D |
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