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Oracle 1z1-981 Exam Syllabus Topics:

SectionObjectives
Topic 1: System Configuration and Administration- Platform setup
  • 1. Security and access control
    • 2. Tenant and service configuration
      - Operational administration
      • 1. User and role management
        • 2. Monitoring and maintenance
          Topic 2: Routing and Work Distribution- Routing rules and policies
          • 1. Queue management
            • 2. Skill-based routing configuration
              - Agent assignment
              • 1. Work assignment strategies
                • 2. Agent availability handling
                  Topic 3: Integration and Extensibility- External system integration
                  • 1. CRM integration concepts
                    • 2. API-based integration
                      Topic 4: Reporting and Analytics- Performance monitoring
                      • 1. Real-time dashboards
                        • 2. Contact center KPIs
                          - Historical reporting
                          • 1. Activity and interaction reports
                            Topic 5: Cross-Channel Contact Center Fundamentals- Contact center architecture and components
                            • 1. Oracle Contact Center Cloud overview
                              • 2. Omnichannel communication concepts
                                - Channel configuration
                                • 1. Email, chat, and voice channel setup
                                  • 2. Digital messaging integration

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

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

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

                                    How frequently does Oracle release a new version of a product?

                                    • A. Once in three months
                                    • B. Once in four months
                                    • C. Every month
                                    • D. Once in six months
                                    Answer: A

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

                                    Which three statements are true about headers of custom process models?

                                    • A. They contain all possible events with the objects.
                                    • B. They contain the version number of the PHP script.
                                    • C. The header section is always commented.
                                    • D. The header section needs to be uncommented during testing.
                                    • E. The/QDntain the version number of the Connect Common Object Model.
                                    • F. They list only the events that are supported by the code implementation.
                                    • G. They contain standard objects only.
                                    Answer: C,F,G

                                    What are three required sections for Custom Process Models?

                                    • A. Code containing integration with external systems
                                    • B. Test script
                                    • C. Code containing custom business logic
                                    • D. Test harness
                                    • E. Footer
                                    • F. Header
                                    Answer: C,D,F

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