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

1. Which three statements are true about the Custom Process Model (CPM) in Oracle Service Cloud?

A) It can be triggered by an event that occurs on community objects.
B) It is always triggered from business rules.
C) It is also known as the Object Event Handler.
D) It is a PHP script that executes only synchronously.
E) It is triggered by an event that occurs on the standard objects that are used by queues.
F) It is triggered by an event that occurs on standard objects only.
G) It can be triggered by an event that occurs even on a custom object.

2. Which three statements are true about Service Level Agreements?

A) They enable you to set the reports that are visible to an agent.
B) They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.
C) They enable you to set a timeline for an agent to respond to an incident.
D) They enable you to restrict the number of incidents raised by end users through various channels.
E) They enable you to specify the duration for which an incident can be kept in waiting status.
F) They enable you to restrict what agents can view as part of navigation on the console.

3. Which two statements are true about a disposition?

A) It helps to identify the root cause of an incident.
B) It can be set to a maximum depth of three in hierarchy levels.
C) It can be made visible on the Customer Portal.
D) It can be linked to products.
E) It can be linked to categories.

4. Which two statements are true about linking products, categories, and dispositions?

A) Links can be created only between the parent levels of products, categories, and dispositions.
B) Product-category linking is independent of product-disposition linking.
C) Product-category linking restricts customers from searching on the Customer Portal.
D) A leaf product's links are inherited from its parent product.
E) Links can be automatically created to categories and dispositions based on answers an incidents.

5. Which five practices deliver maximum reporting performance?

A) Providing default values for runtime filters
B) Using the complex expression operator instead of the like operator
C) Using outer joins rather than inner joins when possible
D) Using fixed filters whenever possible
E) Filtering on expressions and not on simple columns
F) Configuring many-to-many joins
G) Filtering on standard fields that are indexed
H) Filtering on simple columns and not on expressions
I) Providing values for runtime filters
J) Using index custom fields as filters
K) Using the like operator instead of the complex expression operator

Solutions: