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Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:

1. Which two statements are true about linking products, categories, and dispositions?

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

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

3. You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?

A) Update custom fields with the changed address and phone numbers.
B) Update the standard text with the changed address and phone numbers.
C) Create the standard text with the current address and phone numbers.
D) Update variables with the changed address and phone numbers.
E) Create variables with the current address and phone numbers.
F) Create custom fields for the address and phone numbers.

4. Which Oracle Service Cloud capability can assign chats based on language and product skills?

A) Syndicated chat
B) Engagement engine
C) Business rules
D) Advanced routing

5. Which four statements are true about incident rules?

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

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