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Oracle 1z1-981 exam : Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials

1z1-981 Exam Simulator
  • Exam Code: 1z1-981
  • Exam Name: Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials
  • Updated: Sep 21, 2026
  • Q & A: 73 Questions and Answers
  • Oracle 1z1-981 Q&A - in .pdf

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Oracle 1z1-981 Exam Syllabus Topics:

SectionObjectives
System Configuration and Administration- Platform setup
  • 1. Tenant and service configuration
    • 2. Security and access control
      - Operational administration
      • 1. Monitoring and maintenance
        • 2. User and role management
          Routing and Work Distribution- Routing rules and policies
          • 1. Queue management
            • 2. Skill-based routing configuration
              - Agent assignment
              • 1. Agent availability handling
                • 2. Work assignment strategies
                  Reporting and Analytics- Historical reporting
                  • 1. Activity and interaction reports
                    - Performance monitoring
                    • 1. Contact center KPIs
                      • 2. Real-time dashboards
                        Cross-Channel Contact Center Fundamentals- Contact center architecture and components
                        • 1. Oracle Contact Center Cloud overview
                          • 2. Omnichannel communication concepts
                            - Channel configuration
                            • 1. Email, chat, and voice channel setup
                              • 2. Digital messaging integration
                                Integration and Extensibility- External system integration
                                • 1. CRM integration concepts
                                  • 2. API-based integration

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

                                    Question #1

                                    Which three events are available with the JavaScript API?

                                    • A. onrefresh()
                                    • B. ondataupdated()
                                    • C. enclose ()
                                    • D. onsaveclose ()
                                    • E. aftersave()
                                    • F. onbeforesave ()
                                    Reveal Solution  Discussion  0

                                    Correct Answer: B,C,F  🗳️

                                    Question #2

                                    You find that the chat agent is not receiving chat messages, even though the agent is logged in. Which two actions can help resolve this problem?

                                    • A. Fixing the chat workspace
                                    • B. Deselecting the Pull Chat check box in the agent's profile
                                    • C. Requesting Chat from File > Options > View Options
                                    • D. Clicking Request Chat on the Live Media bar
                                    • E. Configuring advanced routing
                                    Reveal Solution  Discussion  0

                                    Correct Answer: A,D  🗳️

                                    Question #3

                                    Which five practices deliver maximum reporting performance?

                                    • A. Providing default values for runtime filters
                                    • B. Using the complex expression operator instead of the like operator
                                    • C. Filtering on simple columns and not on expressions
                                    • D. Providing values for runtime filters
                                    • E. Using outer joins rather than inner joins when possible
                                    • F. Configuring many-to-many joins
                                    • G. Filtering on expressions and not on simple columns
                                    • H. Using the like operator instead of the complex expression operator
                                    • I. Using fixed filters whenever possible
                                    • J. Using index custom fields as filters
                                    • K. Filtering on standard fields that are indexed
                                    Reveal Solution  Discussion  0

                                    Correct Answer: C,D,E,I,K  🗳️

                                    Question #4

                                    Which three statements are true about add-ins?

                                    • A. They always run locally on the machines on which the desktop application runs.
                                    • B. They always run locally to access local data.
                                    • C. They can be added to the Custom Portal area of Oracle Service Cloud.
                                    • D. They are written in the C# .NET programming language with the templates provided by Oracle Service Cloud.
                                    • E. They are the visual areas of Oracle Service Cloud Agent Desktop.
                                    • F. They can be designed to create visual components and not perform any integrations.
                                    Reveal Solution  Discussion  0

                                    Correct Answer: A,D,E  🗳️

                                    Question #5

                                    What are three required sections for Custom Process Models?

                                    • A. Header
                                    • B. Test script
                                    • C. Footer
                                    • D. Test harness
                                    • E. Code containing integration with external systems
                                    • F. Code containing custom business logic
                                    Reveal Solution  Discussion  0

                                    Correct Answer: A,D,F  🗳️

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