Oracle 1z0-981 : Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials

  • Exam Code: 1z0-981
  • Exam Name: Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials
  • Updated: Sep 29, 2026
  • Q & A: 73 Questions and Answers

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Oracle 1z0-981 Exam Syllabus Topics:

SectionObjectives
Topic 1: Cross-Channel Contact Center Cloud Implementation- Reporting and Analytics
  • 1. Reporting Best Practices
  • 2. Analytics and SLA Metrics
- Customer Interaction and Channels
  • 1. Email, Chat, Phone, Social Integration
  • 2. Proactive Chat and Customer Engagement
- Business Rules and Workflow
  • 1. Rules Engine Configuration
  • 2. Workflow Automation with Business Rules
- Queue and Assignment Configuration
  • 1. Profile and Workspace Setup
  • 2. Incident Queues and Routing
- Add-ins and Integrations
  • 1. Add-in Frameworks
  • 2. Connect-SOAP/REST Integrations

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

Question #1

In your company, Oracle Service Cloud has workspaces where there are multiple reports and browser controls embedded for various requirements. You receive a complaint that the initial loading of the workspaces is very slow.
What is the quickest solution to speed up incident workspace loading?

  • A. Removing fields in the workspaces
  • B. Utilizing workflows and splitting functionality into more than one workspace
  • C. Creating multiple workspaces per business function and assigning to different profiles
  • D. Placing objects on different tabs and splitting the loading across multiple tabs
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Question #2

Which is a sample object query?

  • A. SELECT ID FROM Contact WHERE Contact-Name.First like 'Chris' AND
    Contact.Address.City='Bozeman';
  • B. SELECT 0.Contacts FROM Organization O WHERE O-ID = 1;
  • C. SELECT Incident.ReferenceNumber, Incident.PrimaryContact-Contact.* FROM Incident;
  • D. SELECT C.Name.First FROM Contact C WHERE C.Name.First like ,C%';
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Question #3

Which statement correctly differentiates between a bulk operation and a batch operation?

  • A. A bulk operation performs the same operation on a single object, whereas a batch operation performs multiple operations on multiple objects.
  • B. A bulk operation performs the same operation on multiple objects, whereas a batch operation performs multiple operations.
  • C. A bulk operation performs multiple operations on the same object, whereas a batch operation perform the same operation on multiple objects.
  • D. A bulk operation performs a single operation, whereas a batch operation performs a single operation on a single object.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Question #4

What would you use for repetitive text with a single point of maintenance for any changes to the text?

  • A. Custom object field
  • B. Variable
  • C. Custom field
  • D. Merge field
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Question #5

Which three features can be configured in advanced routing?

  • A. Queue segregation
  • B. Skill time
  • C. Queue limit
  • D. Queue overflow
  • E. Skill relaxation
  • F. Queue prioritization
Reveal Solution  Discussion  0

Correct Answer: D,E,F  🗳️

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