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

1. When an incident is opened, your customer wants to have different workspaces opened based on the products selected in the "Ask a Question" form on the Customer Portal pages.
Which three elements are necessary to design the workflow?

A) Workspace
B) Decision
C) Return
D) Entry Point
E) Load
F) Set Fields

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

3. Which four view modes are available in the Report Editor?

A) Data Set View
B) Design View
C) Graphical View
D) Layout View
E) Report View
F) Database View

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

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

5. The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which statement is true?

A) You can change the default value to 60 minutes by using Site Configuration > Session Timeout.
B) You can change the default value to 60 minutes by amending the Site Configuration > Configuration Settings value.
C) You can change the default value to 60 minutes by using File > Options > Session Expiration.
D) Because the system default is 15 minutes, it cannot be changed.

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