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

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

2. Which two REST API calls can be used to retrieve account information with ID 3?

A) https://yoursite.domain/services/rest/connect /latest/accounts_ID/3
B) https://yoursite.domain/services/rest/connect /v1.3/accounts/ID/3
C) https://yoursite.domain/services/rest/connect /v1.3/accounts_ID/3
D) https://yoursite.domain/services/rest/connect /latest/accounts/ID/3
E) https://yoursite.domain/services/rest/connect /latest/accounts/3
F) https://yoursite.domain/services/rest/connect /v1.3/accounts/3

3. Which two statements are true about generic objects?

A) They are used when working with custom objects only.
B) They automatically consider a package to consist of custom objects.
C) They belong to a stand-alone class that is not derived from an RN object.
D) They require the type of data to be set dynamically.
E) They can be used with standard objects.

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

5. 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.

Solutions: