1z0-981の無料問題集（73題）、1z0-981認定試験参考書

Oracle 1z0-981 問題集

試験コード：1z0-981

試験名称：Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials

最近更新時間：2025-07-08

問題と解答：全73問

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質問 1：
Which five actions should you perform to configure advanced routing?
A. Create and activate a rule to route incidents to the advanced routing incident queue.
B. Create an advanced routing incident queue.
C. Add product and category fields to the Live Help page of the Customer Portal.
D. Define products and categories.
E. Assign advanced routing permissions to a profile.
F. Assign guided assistance permission to a profile.
G. Configure collaboration with external users who are not agent desktop users.
H. Add Access Control to a navigation set.
正解：A,D,E,G,H

質問 2：
Which four statements are true about incident rules?
A. Incident rules should have one rule state.
B. Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
C. Incident rules should have a minimum of two rule states.
D. A catch-all rule has no impact on incident rules.
E. A catch-all escalation action has no impact on incident rules.
F. A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
G. All incident rules should have an action to transit from the initial state to another state.
正解：A,B,F,G

質問 3：
Which two statements are true about linking products, categories, and dispositions?
A. A leaf product's links are inherited from its parent product.
B. Product-category linking is independent of product-disposition linking.
C. Links can be automatically created to categories and dispositions based on answers an incidents.
D. Links can be created only between the parent levels of products, categories, and dispositions.
E. Product-category linking restricts customers from searching on the Customer Portal.
正解：B,E

質問 4：
Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?
A. Enable the engagement engine.
B. Configure advanced routing.
C. Select the corresponding pull policy.
D. Select the Pull Chat check box in the chat profile.
E. Select the Chat check box that is associated with an agent's staff account.
正解：C,D

質問 5：
Which two statements are true about mailboxes?
A. The Dbtstatus utility is responsible for having incidents created after an email is sent to the Service Cloud mailbox.
B. Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.
C. Techmail is responsible for pulling emails from single or multiple mailboxes.
D. The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.
E. Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.
正解：C,D

質問 6：
Which Oracle Service Cloud capability can assign chats based on language and product skills?
A. Advanced routing
B. Engagement engine
C. Syndicated chat
D. Business rules
正解：A

質問 7：
Examine these functions:
f1- apply() f2 - setup(), f3 - validate(), f4 - cleanup(), f5- fetchObject() What is the correct sequence of execution of these functions during custom processes testing?
A. f1, f2, f4, f3, f5
B. f2, f5, f1, f3, f4
C. f5, f2, f3, f4, f1
D. f2, f5, f3, f1, f4
E. f1, f2, f5, f3, f4
正解：D

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Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials 認定 1z0-981 試験問題:

1. 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) Validate the template.
B) Enable the global template.
C) Accept the changes.
D) Save the deployment.

2. Which two statements are true about mailboxes?

A) The Dbtstatus utility is responsible for having incidents created after an email is sent to the Service Cloud mailbox.
B) Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.
C) Techmail is responsible for pulling emails from single or multiple mailboxes.
D) The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.
E) Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.

3. Which three requirements can be implemented by using workspace rules?

A) Calling a CPM script
B) Triggering escalation mails to the manager after the escalation time is over
C) Prompting a customer care executive to dynamically open a guide
D) Calling an add-in
E) Dynamically setting the URL for browser control

4. 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 can be triggered by an event that occurs even on a custom object.
C) It is triggered by an event that occurs on standard objects only.
D) It can be triggered by an event that occurs on community objects.
E) It is always triggered from business rules.
F) It is triggered by an event that occurs on the standard objects that are used by queues.
G) It is a PHP script that executes only synchronously.

5. The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which statement is true?

A) You can change the default value to 60 minutes by using Site Configuration > Session Timeout.
B) You can change the default value to 60 minutes by amending the Site Configuration > Configuration Settings value.
C) You can change the default value to 60 minutes by using File > Options > Session Expiration.
D) Because the system default is 15 minutes, it cannot be changed.

質問と回答：

質問 # 1
正解： D

質問 # 2
正解： C、D

質問 # 3
正解： C、D、E

質問 # 4
正解： A、B、D

質問 # 5
正解： B