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Oracle 1z1-981 試験概要:

Oracle 1z1-981 試験シラバストピック:

Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials 認定 1z1-981 試験問題：

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

2. A client requires you to set up chat and email as unlimited for an SLA. What must you do?

A) Enter the value "Unlimited" in the chat and email fields.
B) Enter zero as the initial value for both fields.
C) Use the default values.
D) Leave both the chat and email fields limit as blank.

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

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

4. Which four view modes are available in the Report Editor?

A) Design View
B) Graphical View
C) Report View
D) Layout View
E) Database View
F) Data Set View

5. An agent tries to open an incident from his or her recent items.
Which three components determine what appears to the agent on opening an incident record?

A) Workspace rules
B) Profile functional permissions
C) Configuration settings
D) Profile navigation assignment
E) SLAs
F) Profile workspace assignment

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