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

1. Which four statements are true about reports?

A) Reports are not common across the interface.
B) Published reports can be modified.
C) Reports are shared between interfaces.
D) The owner of a report remains the same even if the report is imported by some other user.
E) After a report is published, the report data remains unchanged even as the knowledge base is updated.
F) All the permissions from an imported report remain unchanged after an export.
G) Reports must be exported manually in all interfaces.

2. Which four view modes are available in the Report Editor?

A) Database View
B) Graphical View
C) Report View
D) Data Set View
E) Design View
F) Layout View

3. Which three statements are true about navigation sets?

A) Using navigation sets, you can configure whether to show the Recent Items navigation pane or not.
B) Using navigation sets, you can define what new objects can be created by using the File menu.
C) Using navigation sets, you can configure whether to show the Home navigation pane or not.
D) Using navigation sets, you can configure which quick search reports can be seen.
E) Using navigation sets, you can define what quick links can be seen when navigating File > Link.
F) The same navigation set can be set for different interfaces.

4. Which six actions initiate the business rules engine to run their configured logic?

A) The rules engine is updated.
B) A customer updates contact details via the end-user pages.
C) An agent edits contacts, incidents, organizations, or tasks.
D) An administrator compiles the rules engine.
E) A customer creates an incident in the end user portal.
F) An agent runs an incident report.
G) An agent views the rule log.
H) An agent edits an opportunity.
I) A customer adds more information to their incident via the end-user pages.
J) An agent creates or edits an answer.

5. For which three reasons should you recommend using workflows?

A) They guide agents through complex customer interactions and data updates.
B) They promote efficiency.
C) They reduce human error.
D) They can sort incidents raised by a contact.
E) They help customers find relevant knowledge answers.

Solutions: