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Oracle 1z1-981 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Automation and Process Models | 15% | - Custom Process Models (CPM) - Agent guidance and assistance tools - Business rules and workflows |
| Topic 2: Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Architecture and core components - Service Console and Agent Desktop |
| Topic 3: Reporting, Analytics, and Integration | 15% | - Creating and customizing reports - Desktop and third-party integrations - Connect SOAP and REST web services |
| Topic 4: Knowledge Advanced and Chat Integration | 15% | - Chat and co-browse setup - Knowledge base configuration - Engagement Cloud integration |
| Topic 5: Initial Setup and Configuration | 20% | - Queues, routing, and assignment rules - User administration and profiles - Global settings and message bases |
| Topic 6: Core Business Objects and Customization | 20% | - Custom objects, fields, and workspaces - Incidents, contacts, and organizations - Variables, standard text, and templates |
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
1. Which two REST API calls can be used to retrieve account information with ID 3?
A) https://yoursite.domain/services/rest/connect /latest/accounts/ID/3
B) https://yoursite.domain/services/rest/connect /latest/accounts/3
C) https://yoursite.domain/services/rest/connect /v1.3/accounts/3
D) https://yoursite.domain/services/rest/connect /v1.3/accounts_ID/3
E) https://yoursite.domain/services/rest/connect /v1.3/accounts/ID/3
F) https://yoursite.domain/services/rest/connect /latest/accounts_ID/3
2. Which three statements are true about the Custom Process Model (CPM) in Oracle Service Cloud?
A) It is a PHP script that executes only synchronously.
B) It can be triggered by an event that occurs even on a custom object.
C) It is triggered by an event that occurs on standard objects only.
D) It can be triggered by an event that occurs on community objects.
E) It is always triggered from business rules.
F) It is triggered by an event that occurs on the standard objects that are used by queues.
G) It is also known as the Object Event Handler.
3. Which Oracle Service Cloud capability can assign chats based on language and product skills?
A) Business rules
B) Engagement engine
C) Advanced routing
D) Syndicated chat
4. In which two scenarios would you use multiple interfaces?
A) When multiple languages need to be supported
B) When you need multiple channels enabled such as email, chat, and web self-service
C) When your portal needs the support of different channels for login
D) When your business operates in different lines of business
E) When new business processes need to be supported other than the standard contact center
5. How frequently does Oracle release a new version of a product?
A) Every month
B) Once in three months
C) Once in four months
D) Once in six months
Solutions:
| Question # 1 Answer: A,C | Question # 2 Answer: B,D,G | Question # 3 Answer: C | Question # 4 Answer: A,D | Question # 5 Answer: B |
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