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

1. Which two statements are true about chat surveys?

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

2. 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) Polling survey
B) Transactional survey in rules
C) Broadcast survey
D) Website link survey

3. When an incident is opened, your customer wants to have different workspaces opened based on the products selected in the "Ask a Question" form on the Customer Portal pages.
Which three elements are necessary to design the workflow?

A) Entry Point
B) Workspace
C) Decision
D) Return
E) Load
F) Set Fields

4. You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?

A) Update variables with the changed address and phone numbers.
B) Create the standard text with the current address and phone numbers.
C) Update the standard text with the changed address and phone numbers.
D) Create variables with the current address and phone numbers.
E) Update custom fields with the changed address and phone numbers.
F) Create custom fields for the address and phone numbers.

5. Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?

A) If a contact record exists, loading details from the contact found in the incident workspace
B) Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier
C) If a contact record does not exist, creating a contact record as captured by an agent from customers
D) Capturing all incident-associated CO data from customers
E) Allowing an agent to switch between workspaces by clicking the "Select Workspace" button

Solutions: