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Oracle 1z1-981 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Service Console and Agent Desktop - Architecture and core components |
| Topic 2: Reporting, Analytics, and Integration | 15% | - Creating and customizing reports - Connect SOAP and REST web services - Desktop and third-party integrations |
| Topic 3: Core Business Objects and Customization | 20% | - Custom objects, fields, and workspaces - Incidents, contacts, and organizations - Variables, standard text, and templates |
| Topic 4: Knowledge Advanced and Chat Integration | 15% | - Engagement Cloud integration - Chat and co-browse setup - Knowledge base configuration |
| Topic 5: Initial Setup and Configuration | 20% | - Queues, routing, and assignment rules - User administration and profiles - Global settings and message bases |
| Topic 6: Automation and Process Models | 15% | - Agent guidance and assistance tools - Custom Process Models (CPM) - Business rules and workflows |
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
1. Which three events are available with the JavaScript API?
A) onbeforesave ()
B) ondataupdated()
C) enclose ()
D) onsaveclose ()
E) onrefresh()
F) aftersave()
2. Which three statements are true about the Custom Process Model (CPM) in Oracle Service Cloud?
A) It is also known as the Object Event Handler.
B) It is a PHP script that executes only synchronously.
C) It is triggered by an event that occurs on standard objects only.
D) It can be triggered by an event that occurs even on a custom object.
E) It can be triggered by an event that occurs on community objects.
F) It is always triggered from business rules.
G) It is triggered by an event that occurs on the standard objects that are used by queues.
3. Which two events can trigger Custom Process Models?
A) Refresh
B) OnSaveComplete
C) Load
D) Create
E) Update
4. 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) Enable the global template.
B) Save the deployment.
C) Validate the template.
D) Accept the changes.
5. Which Oracle Service Cloud capability can assign chats based on language and product skills?
A) Engagement engine
B) Advanced routing
C) Business rules
D) Syndicated chat
Solutions:
| Question # 1 Answer: A,B,C | Question # 2 Answer: A,D,E | Question # 3 Answer: D,E | Question # 4 Answer: B | Question # 5 Answer: B |
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