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

1. Which two statements are true about mailboxes?

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

2. Which two statements are true about a disposition?

A) It helps to identify the root cause of an incident.
B) It can be set to a maximum depth of three in hierarchy levels.
C) It can be linked to products.
D) It can be made visible on the Customer Portal.
E) It can be linked to categories.

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

4. What are three required sections for Custom Process Models?

A) Test script
B) Footer
C) Code containing integration with external systems
D) Header
E) Test harness
F) Code containing custom business logic

5. Which two statements are true about safe mode in relation to add-ins?

A) It allows an agent desktop to log in to the application with local add-in files.
B) It allows an agent desktop to log in to the application without any add-ins.
C) It is enabled automatically if the previous shutdown of the agent desktop application did not happen normally.
D) It is a profile setting that must be enabled for a profile.
E) It is a setting that must be enabled at the interface level.

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