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Oracle 1z1-981 Exam Syllabus Topics:

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

1. Which two statements are true about mailboxes?

A) Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.
B) The Dbtstatus utility is responsible for having incidents created after an email is sent to the Service Cloud mailbox.
C) Techmail is responsible for pulling emails from single or multiple mailboxes.
D) The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.
E) Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.

2. Which two statements are true about generic objects?

A) They can be used with standard objects.
B) They require the type of data to be set dynamically.
C) They belong to a stand-alone class that is not derived from an RN object.
D) They automatically consider a package to consist of custom objects.
E) They are used when working with custom objects only.

3. You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?

A) Update variables with the changed address and phone numbers.
B) Create custom fields for the address and phone numbers.
C) Update custom fields with the changed address and phone numbers.
D) Create variables with the current address and phone numbers.
E) Create the standard text with the current address and phone numbers.
F) Update the standard text with the changed address and phone numbers.

4. Which two statements are true about a disposition?

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

5. 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 standard objects only.
B) It is triggered by an event that occurs on the standard objects that are used by queues.
C) It is also known as the Object Event Handler.
D) It can be triggered by an event that occurs even on a custom object.
E) It can be triggered by an event that occurs on community objects.
F) It is a PHP script that executes only synchronously.
G) It is always triggered from business rules.

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