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Oracle 1z1-981 Exam Overview:
| Certification Vendor: | Oracle |
| Exam Name: | Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials |
| Exam Number: | 1Z0-981 |
| Certificate Validity Period: | 18 months |
| Related Certifications: | Oracle Service Cloud Certification Track |
| Available Languages: | English |
| Real Exam Qty: | 72 |
| Exam Format: | Multiple Choice, Scenario-based, Drag and Drop |
| Passing Score: | 63% |
| Exam Price: | USD 245 |
| Exam Duration: | 120 minutes |
| Recommended Training: | Oracle Cross-Channel Contact Center Cloud Implementation Training |
| Exam Registration: | Oracle University Exam Page Pearson VUE Oracle Registration |
| Sample Questions: | Oracle 1z1-981 Sample Questions |
| Exam Way: | Online proctored or onsite at authorized Pearson VUE testing centers |
| Pre Condition: | No mandatory prerequisites; recommended 6+ months of hands-on implementation experience with Oracle Service Cloud / Cross-Channel Contact Center Cloud |
| Official Syllabus URL: | https://education.oracle.com/oracle-cross-channel-contact-center-cloud-2017-implementation-essentials/trackp_2892 |
Oracle 1z1-981 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Reporting, Analytics, and Integration | 15% | - Desktop and third-party integrations - Creating and customizing reports - Connect SOAP and REST web services |
| Topic 2: Initial Setup and Configuration | 20% | - User administration and profiles - Global settings and message bases - Queues, routing, and assignment rules |
| Topic 3: Automation and Process Models | 15% | - Business rules and workflows - Agent guidance and assistance tools - Custom Process Models (CPM) |
| Topic 4: Knowledge Advanced and Chat Integration | 15% | - Engagement Cloud integration - Knowledge base configuration - Chat and co-browse setup |
| Topic 5: Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Service Console and Agent Desktop - Architecture and core components |
| Topic 6: Core Business Objects and Customization | 20% | - Variables, standard text, and templates - Custom objects, fields, and workspaces - Incidents, contacts, and organizations |
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
1. Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?
A) Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier
B) Allowing an agent to switch between workspaces by clicking the "Select Workspace" button
C) Capturing all incident-associated CO data from customers
D) If a contact record exists, loading details from the contact found in the incident workspace
E) If a contact record does not exist, creating a contact record as captured by an agent from customers
2. Your customer has designed a guide to explain in detail to end users how to apply for a career guidance program. The customer wants this guide to be placed on the Customer Portal pages and a survey to be opened when an option in this guide is selected.
Which survey type would you use?
A) Broadcast survey
B) Polling survey
C) Website link survey
D) Transactional survey in rules
3. A client requires you to set up chat and email as unlimited for an SLA. What must you do?
A) Enter zero as the initial value for both fields.
B) Leave both the chat and email fields limit as blank.
C) Enter the value "Unlimited" in the chat and email fields.
D) Use the default values.
4. Which three statements are true about the Custom Process Model (CPM) in Oracle Service Cloud?
A) It is triggered by an event that occurs on the standard objects that are used by queues.
B) It is always triggered from business rules.
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 can be triggered by an event that occurs even on a custom object.
F) It is also known as the Object Event Handler.
G) It is a PHP script that executes only synchronously.
5. Which two components can be edited in a standard report?
A) Schedules
B) Report headings
C) Graphs
D) Non-selectable filters
E) Permissions
F) Column headings
Solutions:
| Question # 1 Answer: C,D,E | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: D,E,F | Question # 5 Answer: A,E |
By Lyle
