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

1. In your company, Oracle Service Cloud has workspaces where there are multiple reports and browser controls embedded for various requirements. You receive a complaint that the initial loading of the workspaces is very slow.
What is the quickest solution to speed up incident workspace loading?

A) Placing objects on different tabs and splitting the loading across multiple tabs
B) Removing fields in the workspaces
C) Utilizing workflows and splitting functionality into more than one workspace
D) Creating multiple workspaces per business function and assigning to different profiles

2. A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?

A) The profile to which the agent is assigned does not have the Interface Access check box selected.
B) The profile to which the agent is assigned does not have a navigation set assigned.
C) The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
D) The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.
E) The profile to which the agent is assigned does not have the incident workspace assigned.

3. Which three statements are true about add-ins?

A) They are written in the C# .NET programming language with the templates provided by Oracle Service Cloud.
B) They can be designed to create visual components and not perform any integrations.
C) They can be added to the Custom Portal area of Oracle Service Cloud.
D) They are the visual areas of Oracle Service Cloud Agent Desktop.
E) They always run locally on the machines on which the desktop application runs.
F) They always run locally to access local data.

4. Which two statements are true about mailboxes?

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

5. The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which statement is true?

A) You can change the default value to 60 minutes by amending the Site Configuration > Configuration Settings value.
B) You can change the default value to 60 minutes by using Site Configuration > Session Timeout.
C) You can change the default value to 60 minutes by using File > Options > Session Expiration.
D) Because the system default is 15 minutes, it cannot be changed.

Solutions: