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Oracle 1z1-981 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Service Console and Agent Desktop - Architecture and core components |
| Knowledge Advanced and Chat Integration | 15% | - Engagement Cloud integration - Knowledge base configuration - Chat and co-browse setup |
| Core Business Objects and Customization | 20% | - Incidents, contacts, and organizations - Custom objects, fields, and workspaces - Variables, standard text, and templates |
| Automation and Process Models | 15% | - Business rules and workflows - Agent guidance and assistance tools - Custom Process Models (CPM) |
| Initial Setup and Configuration | 20% | - Global settings and message bases - User administration and profiles - Queues, routing, and assignment rules |
| Reporting, Analytics, and Integration | 15% | - Creating and customizing reports - Connect SOAP and REST web services - Desktop and third-party integrations |
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
You make some changes to your message template and deploy it globally, but the deployed status continues to show as pending.
What would you do to resolve this?
- A. Accept the changes.
- B. Enable the global template.
- C. Save the deployment.
- D. Validate the template.
Which two statements are true about generic objects?
- A. They are used when working with custom objects only.
- B. They belong to a stand-alone class that is not derived from an RN object.
- C. They require the type of data to be set dynamically.
- D. They automatically consider a package to consist of custom objects.
- E. They can be used with standard objects.
Which six actions initiate the business rules engine to run their configured logic?
- A. An administrator compiles the rules engine.
- B. An agent creates or edits an answer.
- C. An agent runs an incident report.
- D. The rules engine is updated.
- E. A customer updates contact details via the end-user pages.
- F. A customer creates an incident in the end user portal.
- G. An agent edits contacts, incidents, organizations, or tasks.
- H. An agent edits an opportunity.
- I. A customer adds more information to their incident via the end-user pages.
- J. An agent views the rule log.
Which two events can trigger Custom Process Models?
- A. Load
- B. OnSaveComplete
- C. Refresh
- D. Update
- E. Create
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. Custom fields
- B. Merge fields
- C. Conditional fields
- D. Incident thread fields
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