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

1. A customer has defined Service Intervals at the interface level (Response Requirements) as Monday to Friday (10-17 hours) and at the SLA LI level as Monday to Saturday (10-18 hours) with a response time of 6 hours.
An incident arrives on Friday at 7 PM and is applied to the SLA LI instance.
What is the response due time?

A) Saturday 6 PM
B) Tuesday 11 AM
C) Monday 10 AM
D) Saturday 4 PM

2. Which two statements are true about mailboxes?

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

3. Which two statements are true about generic objects?

A) They automatically consider a package to consist of custom objects.
B) They belong to a stand-alone class that is not derived from an RN object.
C) They can be used with standard objects.
D) They require the type of data to be set dynamically.
E) They are used when working with custom objects only.

4. Which is a sample object query?

A) SELECT C.Name.First FROM Contact C WHERE C.Name.First like ,C%';
B) SELECT ID FROM Contact WHERE Contact-Name.First like 'Chris' AND
Contact.Address.City='Bozeman';
C) SELECT Incident.ReferenceNumber, Incident.PrimaryContact-Contact.* FROM Incident;
D) SELECT 0.Contacts FROM Organization O WHERE O-ID = 1;

5. Which statement is true about the JavaScript API?

A) It is available when you use the Connect Common Object Model CCOM for API operations.
B) It cannot be used in Custom Object workspaces.
C) It Is available as JavaScript objects and can be exposed through browser controls in a workspace.
D) It comes with in-built exception handling.

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