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

1. You want to ensure that some specific content in messages can be hidden for seme messages. What would you use to meet this requirement?

A) Merge fields
B) Custom fields
C) Incident thread fields
D) Conditional fields

2. Which two statements are true about Oracle Service Cloud accelerators?

A) They
are available at http://www.oracle.com/technetwork.
B) Oracle provides support for all accelerators.
C) The source files for all listed accelerators are available for download.
D) They are code samples to show how integrations can be built by using the public integration capabilities of Oracle Service Cloud.
E) They are complete plug-and-play tools that can be used with Oracle Service Cloud in any client environment free of cost.

3. Which four types are used by incidents queues?

A) FIFO
B) Round Robin (All)
C) Round Robin (Logged In)
D) Standard
E) Quick
F) Advanced Routing
G) LIFO

4. Which three statements are true about Service Level Agreements?

A) They enable you to set the reports that are visible to an agent.
B) They enable you to restrict what agents can view as part of navigation on the console.
C) They enable you to specify the duration for which an incident can be kept in waiting status.
D) They enable you to restrict the number of incidents raised by end users through various channels.
E) They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.
F) They enable you to set a timeline for an agent to respond to an incident.

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

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

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