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

1. Which two statements are true about Oracle Service Cloud accelerators?

A) The source files for all listed accelerators are available for download.
B) They are code samples to show how integrations can be built by using the public integration capabilities of Oracle Service Cloud.
C) They are complete plug-and-play tools that can be used with Oracle Service Cloud in any client environment free of cost.
D) Oracle provides support for all accelerators.
E) They
are available at http://www.oracle.com/technetwork.

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

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

3. You are working on complete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?

A) Custom process model
B) Guided assistance
C) Intent guide
D) Agent scripts
E) Business rules

4. Which two statements are true about chat surveys?

A) You can create a chat rule to pop up a transactional survey at the end of a chat session.
B) You cannot link customer data back to the chat that is submitted.
C) You can create a chat rule to email a transactional survey to a customer after a chat session.
D) You can send a chat survey only while a customer is on the chat.

5. Which two statements are true about a disposition?

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

Solutions: