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：2024-12-16

問題と解答：全73問

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質問 1：
You make some changes to a message template.
Which statement is true about applying this change across multiple interfaces?
A. The change is reflected across all interfaces by default.
B. You need to re-create the message template across the multiple interfaces.
C. You need to use the export and import option.
D. You need to copy and paste the source code across the multiple interfaces.
正解：D

質問 2：
In your company, Oracle Service Cloud has workspaces where there are multiple reports and browser controls embedded for various requirements. You receive a complaint that the initial loading of the workspaces is very slow.
What is the quickest solution to speed up incident workspace loading?
A. Placing objects on different tabs and splitting the loading across multiple tabs
B. Utilizing workflows and splitting functionality into more than one workspace
C. Removing fields in the workspaces
D. Creating multiple workspaces per business function and assigning to different profiles
正解：D

質問 3：
Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?
A. If a contact record exists, loading details from the contact found in the incident workspace
B. Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier
C. Allowing an agent to switch between workspaces by clicking the "Select Workspace" button
D. Capturing all incident-associated CO data from customers
E. If a contact record does not exist, creating a contact record as captured by an agent from customers
正解：A,D,E

質問 4：
What are the three different types of pull policy for queues?
A. Manual
B. Standard
C. Strict Priority
D. First Due
E. Round Robin
F. Advanced
正解：A,C,D

質問 5：
Which two statements are true about chat surveys?
A. You can create a chat rule to pop up a transactional survey at the end of a chat session.
B. You cannot link customer data back to the chat that is submitted.
C. You can create a chat rule to email a transactional survey to a customer after a chat session.
D. You can send a chat survey only while a customer is on the chat.
正解：A,C

質問 6：
When an incident is opened, your customer wants to have different workspaces opened based on the products selected in the "Ask a Question" form on the Customer Portal pages.
Which three elements are necessary to design the workflow?
A. Entry Point
B. Return
C. Load
D. Workspace
E. Set Fields
F. Decision
正解：A,D,F

質問 7：
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. Intent guide
B. Agent scripts
C. Custom process model
D. Business rules
E. Guided assistance
正解：C,D

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

1. 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

2. Which four types are used by incidents queues?

A) LIFO
B) Quick
C) Standard
D) Advanced Routing
E) Round Robin (All)
F) FIFO
G) Round Robin (Logged In)

3. Which two statements are true about chat surveys?

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

4. Which three statements are true about navigation sets?

A) Using navigation sets, you can define what quick links can be seen when navigating File > Link.
B) Using navigation sets, you can define what new objects can be created by using the File menu.
C) Using navigation sets, you can configure which quick search reports can be seen.
D) Using navigation sets, you can configure whether to show the Recent Items navigation pane or not.
E) Using navigation sets, you can configure whether to show the Home navigation pane or not.
F) The same navigation set can be set for different interfaces.

5. 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 the Permissions > Custom Object tab, selecting appropriate permissions for the custom object
D) 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

質問と回答：

質問 # 1
正解： D

質問 # 2
正解： C、D、E、G

質問 # 3
正解： A、C

質問 # 4
正解： C、E、F

質問 # 5
正解： C