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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. You make some changes to a message template.
Which statement is true about applying this change across multiple interfaces?

A) You need to copy and paste the source code across the multiple interfaces.
B) You need to re-create the message template across the multiple interfaces.
C) The change is reflected across all interfaces by default.
D) You need to use the export and import option.

3. A customer has defined Service Intervals at the interface level (Response Requirements) as Monday to Friday (10-17 hours) and at the SLA LI level as Monday to Saturday (10-18 hours) with a response time of 6 hours.
An incident arrives on Friday at 7 PM and is applied to the SLA LI instance.
What is the response due time?

A) Saturday 4 PM
B) Monday 10 AM
C) Saturday 6 PM
D) Tuesday 11 AM

4. You are working on complete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?

A) Intent guide
B) Custom process model
C) Business rules
D) Agent scripts
E) Guided assistance

5. Which two statements are true about linking products, categories, and dispositions?

A) Product-category linking is independent of product-disposition linking.
B) Links can be created only between the parent levels of products, categories, and dispositions.
C) Links can be automatically created to categories and dispositions based on answers an incidents.
D) A leaf product's links are inherited from its parent product.
E) Product-category linking restricts customers from searching on the Customer Portal.

Solutions: