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

1. A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?

A) The profile to which the agent is assigned does not have the Interface Access check box selected.
B) The profile to which the agent is assigned does not have the incident workspace assigned.
C) The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.
D) The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
E) The profile to which the agent is assigned does not have a navigation set assigned.

2. Which three statements are true about navigation sets?

A) Using navigation sets, you can define what quick links can be seen when navigating File > Link.
B) The same navigation set can be set for different interfaces.
C) Using navigation sets, you can configure whether to show the Recent Items navigation pane or not.
D) Using navigation sets, you can define what new objects can be created by using the File menu.
E) Using navigation sets, you can configure whether to show the Home navigation pane or not.
F) Using navigation sets, you can configure which quick search reports can be seen.

3. How many rows can be returned by a tabular query?

A) 1000
B) Unlimited
C) 100000
D) 100
E) 10000

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

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

5. An agent is assigned a profile PI that is configured with three incident queues: q1, q2, and q3, and the pull policy is set to Manual. Which statement is true?

A) Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.
B) Agents will get incidents only from the ql queue.
C) Agents can use the Fill Inbox functionality to select any of the three queues.
D) Agents cannot use the Fill Inbox functionality because the pull policy is manual.

Solutions: