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Updated: Jun 16, 2026
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Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
1. Your customer wants an incident survey to be reopened automatically if it does not meet the minimum score.
Which three actions should you perform to meet this requirement?
A) Assign scores to the survey questions and set the status field based on the responses.
B) Create a polling survey.
C) Create a transactional survey.
D) Create a report for the survey scores.
E) Write a business rule to reopen the case.
F) Schedule the survey on a daily basis.
2. An agent is assigned a profile PI that is configured with three incident queues: q1, q2, and q3, and the pull policy is set to Manual. Which statement is true?
A) Agents will get incidents only from the ql queue.
B) Agents cannot use the Fill Inbox functionality because the pull policy is manual.
C) Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.
D) Agents can use the Fill Inbox functionality to select any of the three queues.
3. Which four types are used by incidents queues?
A) Round Robin (Logged In)
B) Quick
C) Advanced Routing
D) Standard
E) Round Robin (All)
F) LIFO
G) FIFO
4. Which setup sequence is used to give permissions to an individual to access an application?
A) None. No sequence is required.
B) Navigation set > Profile > Staff Account
C) Profile > Navigation set > Staff Account
D) Staff Account > Profile > Navigation set
5. Which six actions initiate the business rules engine to run their configured logic?
A) An administrator compiles the rules engine.
B) A customer creates an incident in the end user portal.
C) An agent edits an opportunity.
D) The rules engine is updated.
E) A customer adds more information to their incident via the end-user pages.
F) An agent creates or edits an answer.
G) An agent edits contacts, incidents, organizations, or tasks.
H) An agent views the rule log.
I) An agent runs an incident report.
J) A customer updates contact details via the end-user pages.
Solutions:
| Question # 1 Answer: A,C,E | Question # 2 Answer: D | Question # 3 Answer: A,C,D,E | Question # 4 Answer: C | Question # 5 Answer: A,D,E,F,G,I |
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