Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials : 1z1-981

  • Exam Code: 1z1-981
  • Exam Name: Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials
  • Updated: Nov 06, 2026
  • Q & A: 73 Questions and Answers

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Oracle 1z1-981 Exam Overview:

Certification Vendor:Oracle
Exam Name:Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials
Exam Number:1Z0-981
Related Certifications:Oracle Cross-Channel Contact Center Cloud 2017 Certified Implementation Specialist
Real Exam Qty:73
Exam Format:Multiple choice
Available Languages:English
Sample Questions:Free Download real 1z1-981 actual tests
Exam Way:Onsite or online via Oracle testing partners
Official Syllabus URL:https://education.oracle.com/exam_test?p_exam_id:1Z0-981

Oracle 1z1-981 Exam Syllabus Topics:

SectionObjectives
Topic 1: Cross-Channel Contact Center Cloud Implementation- Queue and Assignment Configuration
  • 1. Profile and Workspace Setup
  • 2. Incident Queues and Routing
- Customer Interaction and Channels
  • 1. Email, Chat, Phone, Social Integration
  • 2. Proactive Chat and Customer Engagement
- Add-ins and Integrations
  • 1. Connect-SOAP/REST Integrations
  • 2. Add-in Frameworks
- Business Rules and Workflow
  • 1. Workflow Automation with Business Rules
  • 2. Rules Engine Configuration
- Reporting and Analytics
  • 1. Analytics and SLA Metrics
  • 2. Reporting Best Practices

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

Question #1

Which two events can trigger Custom Process Models?

  • A. Update
  • B. Create
  • C. Load
  • D. Refresh
  • E. OnSaveComplete
Reveal Solution  Discussion  0

Correct Answer: A,B  🗳️

Question #2

Which six actions can have a null value?

  • A. Set Status
  • B. Set Assigned
  • C. Set Disposition
  • D. Set Fields
  • E. Set Category
  • F. Set SLAs
  • G. Set Agent
  • H. Set Mailbox
  • I. Set Product
  • J. Set Queue
Reveal Solution  Discussion  0

Correct Answer: C,D,F,H,J  🗳️

Question #3

What would you use for repetitive text with a single point of maintenance for any changes to the text?

  • A. Variable
  • B. Custom field
  • C. Custom object field
  • D. Merge field
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Question #4

Which six actions initiate the business rules engine to run their configured logic?

  • A. The rules engine is updated.
  • B. A customer creates an incident in the end user portal.
  • C. An administrator compiles the rules engine.
  • D. An agent views the rule log.
  • E. An agent edits an opportunity.
  • F. An agent creates or edits an answer.
  • G. A customer adds more information to their incident via the end-user pages.
  • H. An agent runs an incident report.
  • I. A customer updates contact details via the end-user pages.
  • J. An agent edits contacts, incidents, organizations, or tasks.
Reveal Solution  Discussion  0

Correct Answer: A,C,F,G,H,J  🗳️

Question #5

Which four types are used by incidents queues?

  • A. LIFO
  • B. Round Robin (Logged In)
  • C. Round Robin (All)
  • D. Quick
  • E. FIFO
  • F. Standard
  • G. Advanced Routing
Reveal Solution  Discussion  0

Correct Answer: B,C,F,G  🗳️

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