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Oracle 1z1-981 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Automation and Process Models | 15% | - Business rules and workflows - Custom Process Models (CPM) - Agent guidance and assistance tools |
| Topic 2: Initial Setup and Configuration | 20% | - User administration and profiles - Global settings and message bases - Queues, routing, and assignment rules |
| Topic 3: Core Business Objects and Customization | 20% | - Custom objects, fields, and workspaces - Variables, standard text, and templates - Incidents, contacts, and organizations |
| Topic 4: Knowledge Advanced and Chat Integration | 15% | - Chat and co-browse setup - Engagement Cloud integration - Knowledge base configuration |
| Topic 5: Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Service Console and Agent Desktop - Architecture and core components |
| Topic 6: Reporting, Analytics, and Integration | 15% | - Connect SOAP and REST web services - Desktop and third-party integrations - Creating and customizing reports |
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
Which three requirements can be implemented by using workspace rules?
- A. Prompting a customer care executive to dynamically open a guide
- B. Triggering escalation mails to the manager after the escalation time is over
- C. Calling a CPM script
- D. Dynamically setting the URL for browser control
- E. Calling an add-in
Correct Answer: A,D,E 🗳️
You are creating custom fields and enter a column name. However, you receive an error when you try to save it.
Identify three reasons for this.
- A. The column name contains a punctuation.
- B. The column name contains a space.
- C. The column name starts with a number.
- D. The column name starts with a lowercase alphabet.
- E. The column name contains a dollar symbol.
- F. The column name contains an underscore.
Correct Answer: B,C,E 🗳️
Which five actions should you perform to configure advanced routing?
- A. Create and activate a rule to route incidents to the advanced routing incident queue.
- B. Assign advanced routing permissions to a profile.
- C. Assign guided assistance permission to a profile.
- D. Add Access Control to a navigation set.
- E. Configure collaboration with external users who are not agent desktop users.
- F. Add product and category fields to the Live Help page of the Customer Portal.
- G. Create an advanced routing incident queue.
- H. Define products and categories.
Correct Answer: A,B,D,E,H 🗳️
Which two types of joins are available in analytics?
- A. Intersection
- B. Internal
- C. Inner
- D. Peripheral
- E. Outer LTD) External
Correct Answer: C,E 🗳️
What are the three different types of pull policy for queues?
- A. Advanced
- B. Standard
- C. First Due
- D. Strict Priority
- E. Round Robin
- F. Manual
Correct Answer: C,D,F 🗳️
