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

1. Which two statements are true about safe mode in relation to add-ins?

A) It is a profile setting that must be enabled for a profile.
B) It allows an agent desktop to log in to the application with local add-in files.
C) It allows an agent desktop to log in to the application without any add-ins.
D) It is enabled automatically if the previous shutdown of the agent desktop application did not happen normally.
E) It is a setting that must be enabled at the interface level.

2. You find that the chat agent is not receiving chat messages, even though the agent is logged in. Which two actions can help resolve this problem?

A) Configuring advanced routing
B) Clicking Request Chat on the Live Media bar
C) Fixing the chat workspace
D) Requesting Chat from File > Options > View Options
E) Deselecting the Pull Chat check box in the agent's profile

3. An agent tries to open an incident from his or her recent items.
Which three components determine what appears to the agent on opening an incident record?

A) Profile functional permissions
B) Configuration settings
C) SLAs
D) Workspace rules
E) Profile navigation assignment
F) Profile workspace assignment

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

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

5. Which two types of joins are available in analytics?

A) Outer LTD) External
B) Inner
C) Internal
D) Peripheral
E) Intersection

Solutions: