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

1. 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 can sort incidents raised by a contact.
D) They reduce human error.
E) They help customers find relevant knowledge answers.

2. How can you enable add-ins to run locally without uploading it to the server?

A) Configuration > Site Configuration > Addin Manager > Required Profile > Select Developer Mode.
B) Configuration > Staff Management > Profiles > Required Profile > Interfaces tab, Addin tab > Select Developer Mode.
C) Configuration > Staff Management > Profiles > Required Profile > Select Developer Mode.
D) Configuration > Site Configuration > Addin Manager > Required Profile > Interfaces > Select Developer Mode.

3. 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 Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions
C) by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object
D) by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object

4. How many rows can be returned by a tabular query?

A) 1000
B) 100000
C) 100
D) 10000
E) Unlimited

5. Which two REST API calls can be used to retrieve account information with ID 3?

A) https://yoursite.domain/services/rest/connect /latest/accounts/3
B) https://yoursite.domain/services/rest/connect /v1.3/accounts/3
C) https://yoursite.domain/services/rest/connect /latest/accounts_ID/3
D) https://yoursite.domain/services/rest/connect /latest/accounts/ID/3
E) https://yoursite.domain/services/rest/connect /v1.3/accounts_ID/3
F) https://yoursite.domain/services/rest/connect /v1.3/accounts/ID/3

Solutions: