Exam Name: Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials
Certification Provider: Oracle
Corresponding Certification: Oracle Service Cloud
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Oracle 1z1-981 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Architecture and core components - Service Console and Agent Desktop |
| Initial Setup and Configuration | 20% | - Queues, routing, and assignment rules - User administration and profiles - Global settings and message bases |
| Knowledge Advanced and Chat Integration | 15% | - Engagement Cloud integration - Knowledge base configuration - Chat and co-browse setup |
| Automation and Process Models | 15% | - Agent guidance and assistance tools - Custom Process Models (CPM) - Business rules and workflows |
| Core Business Objects and Customization | 20% | - Variables, standard text, and templates - Custom objects, fields, and workspaces - Incidents, contacts, and organizations |
| Reporting, Analytics, and Integration | 15% | - Creating and customizing reports - Connect SOAP and REST web services - Desktop and third-party integrations |
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Currently, the 1z1-981 exam requires a passing score of 63% and carries a registration fee of USD 245. Oracle can revise either figure, so confirm both on the official site before you schedule.
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The Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials blueprint is structured around these main domains:
- Automation and Process Models (15%)
- Core Business Objects and Customization (20%)
- Initial Setup and Configuration (20%)
Further domains complete the official outline; the question bank spans every one.
Per the latest exam information, the 1z1-981 exam includes 72 questions and allows 120 minutes minutes. Rehearsing under the same limit at home removes one more unknown from exam day.
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Oracle lists these prerequisites for the Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials: No mandatory prerequisites; recommended 6+ months of hands-on implementation experience with Oracle Service Cloud / Cross-Channel Contact Center Cloud.
Confirm the current requirements on the official certification page before registering.
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Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?
- A. Capturing all incident-associated CO data from customers
- B. If a contact record does not exist, creating a contact record as captured by an agent from customers
- C. 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
- D. Allowing an agent to switch between workspaces by clicking the "Select Workspace" button
- E. If a contact record exists, loading details from the contact found in the incident workspace
Correct Answer: A,B,E 🗳️
Which four statements are true about incident rules?
- A. Incident rules should have a minimum of two rule states.
- B. Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
- C. Incident rules should have one rule state.
- D. All incident rules should have an action to transit from the initial state to another state.
- E. A catch-all escalation action has no impact on incident rules.
- F. A catch-all rule has no impact on incident rules.
- G. A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
Correct Answer: B,C,D,G 🗳️
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 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
- B. by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object
- C. by configuring settings at the time of creation of 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
Correct Answer: D 🗳️
Which three requirements can be implemented by using workspace rules?
- A. Calling an add-in
- B. Dynamically setting the URL for browser control
- C. Calling a CPM script
- D. Triggering escalation mails to the manager after the escalation time is over
- E. Prompting a customer care executive to dynamically open a guide
Correct Answer: A,B,E 🗳️
Examine these functions:
f1- apply() f2 - setup(), f3 - validate(), f4 - cleanup(), f5- fetchObject() What is the correct sequence of execution of these functions during custom processes testing?
- A. f5, f2, f3, f4, f1
- B. f2, f5, f3, f1, f4
- C. f2, f5, f1, f3, f4
- D. f1, f2, f4, f3, f5
- E. f1, f2, f5, f3, f4
Correct Answer: B 🗳️
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