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

Which six actions initiate the business rules engine to run their configured logic?

• A. An agent edits contacts, incidents, organizations, or tasks.
• B. An agent runs an incident report.
• C. The rules engine is updated.
• D. A customer creates an incident in the end user portal.
• E. An agent views the rule log.
• F. A customer updates contact details via the end-user pages.
• G. A customer adds more information to their incident via the end-user pages.
• H. An agent edits an opportunity.
• I. An agent creates or edits an answer.
• J. An administrator compiles the rules engine.

In a contact center setup, there are certain custom objects, such as Asset Repair records, that the contact center agents should be able to update only when the supervisor creates a record for them. The contact center agents should not be allowed to perform creation and deletion operations.
How can this be done?

• A. by configuring settings at the time of creation of the custom object
• B. by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object
• C. by creating the Contact Center Agents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions
• D. by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object

Which two statements are true about chat surveys?

• A. You can send a chat survey only while a customer is on the chat.
• B. You can create a chat rule to pop up a transactional survey at the end of a chat session.
• C. You cannot link customer data back to the chat that is submitted.
• D. You can create a chat rule to email a transactional survey to a customer after a chat session.

Which two are non-CRUD operations?

• A. RNObject[] = Binding.Create(RNObject[] Objects, CreateProcessingOptions Options);
• B. UpdateResponseMsg = Binding.Update(RNObject[] Objects, UpdateProcessingOptions ProcessingOptions);
• C. ResetContactPasswordResponseMsg = Binding.ResetContactPassword(ID ContactID);
• D. CSVTableSet = Binding.QueryCSV(string Query, int PageSize, string Delimiter, bool
• E. CSVTableSet results = RunAnalyticsReport(AnalyticsReport ReportObject, int Limit, int Start, string Delimiter, bool ReturnRawResult, bool DisableMTOM, out byte[] FileData);
• F. ReturnRawResult, bool DisableMTOM, out byte[] FileData);
  RNObject[] rnObjects = _client.Get(clientlnfoHeader, objects, options);

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

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