Oracle Cross-Channel Contact Center Cloud 2019 Implementation Essentials

QUESTION NO: 1
What would you use for repetitive text with a single point of maintenance for any changes to the text?

A. Custom field B. Custom object field C. Merge field D. Variable

Correct Answer: D

QUESTION NO: 2
Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.

A. The script beginning and ending buttons are not enabled for the script pages. B. No return events are listed in the incident workflow for the script to use. C. No exit or finished event is being triggered on the script pages. D. The agents are not able to get to the pages where they can end the script.

Correct Answer: B,C

QUESTION NO: 3
You make some changes to your message template and deploy it globally, but the deployed status continues to show as pending.
What would you do to resolve this?

A. Enable the global template. B. Validate the template. C. Accept the changes. D. Save the deployment.

Correct Answer: D

QUESTION NO: 4
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 can send a chat survey only while a customer is on the chat. C. You cannot link customer data back to the chat that is submitted. D. You can create a chat rule to email a transactional survey to a customer after a chat session.

Correct Answer: A,D

QUESTION NO: 5
Which three statements are true about headers of custom process models?

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

Correct Answer: B,C,D

QUESTION NO: 6
A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?

A. The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab. B. The profile to which the agent is assigned does not have the Interface Access check box selected. C. The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab. D. The profile to which the agent is assigned does not have a navigation set assigned. E. The profile to which the agent is assigned does not have the incident workspace assigned.

Correct Answer: B

QUESTION NO: 7
How many rows can be returned by a tabular query?

A. 10000 B. 100 C. 1000 D. Unlimited E. 100000

Correct Answer: C

QUESTION NO: 8
Which three statements are true about add-ins?

A. They are written in the C# .NET programming language with the templates provided by Oracle Service Cloud. B. They always run locally on the machines on which the desktop application runs. C. They can be designed to create visual components and not perform any integrations. D. They can be added to the Custom Portal area of Oracle Service Cloud. E. They are the visual areas of Oracle Service Cloud Agent Desktop. F. They always run locally to access local data.

Correct Answer: A,B,E

Oracle Cross-Channel Contact Center Cloud 2019 Implementation Essentials - 1Z0-1038 Exam Questions