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Oracle 1z1-981 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Reporting, Analytics, and Integration | 15% | - Desktop and third-party integrations - Creating and customizing reports - Connect SOAP and REST web services |
| Topic 2: Knowledge Advanced and Chat Integration | 15% | - Chat and co-browse setup - Engagement Cloud integration - Knowledge base configuration |
| Topic 3: Core Business Objects and Customization | 20% | - Incidents, contacts, and organizations - Variables, standard text, and templates - Custom objects, fields, and workspaces |
| Topic 4: Automation and Process Models | 15% | - Business rules and workflows - Agent guidance and assistance tools - Custom Process Models (CPM) |
| Topic 5: Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Service Console and Agent Desktop - Architecture and core components |
| Topic 6: Initial Setup and Configuration | 20% | - Queues, routing, and assignment rules - User administration and profiles - Global settings and message bases |
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
Which two types of joins are available in analytics?
- A. Intersection
- B. Internal
- C. Outer LTD) External
- D. Inner
- E. Peripheral
Which two REST API calls can be used to retrieve account information with ID 3?
- A. https://yoursite.domain/services/rest/connect /v1.3/accounts/3
- B. https://yoursite.domain/services/rest/connect /v1.3/accounts/ID/3
- C. https://yoursite.domain/services/rest/connect /latest/accounts_ID/3
- D. https://yoursite.domain/services/rest/connect /latest/accounts/3
- E. https://yoursite.domain/services/rest/connect /latest/accounts/ID/3
- F. https://yoursite.domain/services/rest/connect /v1.3/accounts_ID/3
Your customer has designed a guide to explain in detail to end users how to apply for a career guidance program. The customer wants this guide to be placed on the Customer Portal pages and a survey to be opened when an option in this guide is selected.
Which survey type would you use?
- A. Transactional survey in rules
- B. Broadcast survey
- C. Website link survey
- D. Polling survey
You make some changes to your message template and deploy it globally, but the deployed status continues to show as pending.
What would you do to resolve this?
- A. Validate the template.
- B. Accept the changes.
- C. Enable the global template.
- D. Save the deployment.
Which six actions can have a null value?
- A. Set Category
- B. Set Status
- C. Set Agent
- D. Set Product
- E. Set Assigned
- F. Set Fields
- G. Set Disposition
- H. Set Queue
- I. Set Mailbox
- J. Set SLAs
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