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

1. Which two statements are true about chat surveys?

A) You cannot link customer data back to the chat that is submitted.
B) You can send a chat survey only while a customer is on the chat.
C) You can create a chat rule to pop up a transactional survey at the end of a chat session.
D) You can create a chat rule to email a transactional survey to a customer after a chat session.

2. Which two statements are true about the Organization object in Service Cloud?

A) It is widely used in Business-to-Business scenarios.
B) It can be associated with incidents directly.
C) It is required to create an incident.
D) It has a one-to-many relation with contacts.
E) It has a one-to-one relation with contacts.

3. Which two statements are true about a disposition?

A) It can be made visible on the Customer Portal.
B) It can be set to a maximum depth of three in hierarchy levels.
C) It can be linked to categories.
D) It can be linked to products.
E) It helps to identify the root cause of an incident.

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

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

5. Which three statements are true about add-ins?

A) They always run locally to access local data.
B) They are the visual areas of Oracle Service Cloud Agent Desktop.
C) They can be added to the Custom Portal area of Oracle Service Cloud.
D) They always run locally on the machines on which the desktop application runs.
E) They are written in the C# .NET programming language with the templates provided by Oracle Service Cloud.
F) They can be designed to create visual components and not perform any integrations.

Solutions: