Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials : 1z0-981認證

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Oracle 1z0-981 考試大綱主題:

章節	目標
主題 1: Cross-Channel Contact Center Fundamentals	- Contact center architecture and components 1. Omnichannel communication concepts 2. Oracle Contact Center Cloud overview - Channel configuration 1. Digital messaging integration 2. Email, chat, and voice channel setup
主題 2: System Configuration and Administration	- Platform setup 1. Tenant and service configuration 2. Security and access control - Operational administration 1. User and role management 2. Monitoring and maintenance
主題 3: Reporting and Analytics	- Historical reporting 1. Activity and interaction reports - Performance monitoring 1. Real-time dashboards 2. Contact center KPIs
主題 4: Routing and Work Distribution	- Agent assignment 1. Agent availability handling 2. Work assignment strategies - Routing rules and policies 1. Queue management 2. Skill-based routing configuration
主題 5: Integration and Extensibility	- External system integration 1. API-based integration 2. CRM integration concepts

最新的 Oracle Service Cloud 1z0-981 免費考試真題：

問題 #1

In a contact center setup, there are certain custom objects, such as Asset Repair records, that the contact center agents should be able to update only when the supervisor creates a record for them. The contact center agents should not be allowed to perform creation and deletion operations.
How can this be done?

A. by configuring settings at the time of creation of the custom object
B. by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object
C. by creating the Contact Center Agents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions
D. by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object

問題 #2

Which three functions are not part of the math group of functions?

A. power
B. round
C. truncate
D. rand
E. floor
F. lower
G. bitand
H. length
I. to_number
J. ceiling

問題 #3

The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which statement is true?

A. Because the system default is 15 minutes, it cannot be changed.
B. You can change the default value to 60 minutes by using File > Options > Session Expiration.
C. You can change the default value to 60 minutes by using Site Configuration > Session Timeout.
D. You can change the default value to 60 minutes by amending the Site Configuration > Configuration Settings value.

問題 #4

Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.

A. No return events are listed in the incident workflow for the script to use.
B. No exit or finished event is being triggered on the script pages.
C. The script beginning and ending buttons are not enabled for the script pages.
D. The agents are not able to get to the pages where they can end the script.

問題 #5

Which four types are used by incidents queues?

A. LIFO
B. Standard
C. Round Robin (All)
D. Advanced Routing
E. Round Robin (Logged In)
F. Quick
G. FIFO