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

"Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials", also known as 1z1-981 exam, is a Oracle Certification. With the complete collection of questions and answers, Pass4sureCert has assembled to take you through 73 Q&As to your 1z1-981 Exam preparation. In the 1z1-981 exam resources, you will cover every field and category in Oracle Service Cloud Certification helping to ready you for your successful Oracle Certification.

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  • Exam Code: 1z1-981
  • Exam Name: Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials
  • Certification Provider: Oracle
  • Corresponding Certification: Oracle Service Cloud
  • Updated: Sep 10, 2026
  • No. of Questions: 73 Questions & Answers with Testing Engine
  • Download Limit: Unlimited

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Oracle 1z1-981 Exam Syllabus Topics:

SectionWeightObjectives
Automation and Process Models15%- Agent guidance and assistance tools
- Business rules and workflows
- Custom Process Models (CPM)
Knowledge Advanced and Chat Integration15%- Knowledge base configuration
- Chat and co-browse setup
- Engagement Cloud integration
Reporting, Analytics, and Integration15%- Creating and customizing reports
- Desktop and third-party integrations
- Connect SOAP and REST web services
Initial Setup and Configuration20%- Global settings and message bases
- User administration and profiles
- Queues, routing, and assignment rules
Oracle Cross-Channel Contact Center Cloud Overview15%- Architecture and core components
- Service Console and Agent Desktop
Core Business Objects and Customization20%- Variables, standard text, and templates
- Custom objects, fields, and workspaces
- Incidents, contacts, and organizations

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

Which three statements are true about add-ins?

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

Which statement correctly differentiates between a bulk operation and a batch operation?

  • A. A bulk operation performs multiple operations on the same object, whereas a batch operation perform the same operation on multiple objects.
  • B. A bulk operation performs a single operation, whereas a batch operation performs a single operation on a single object.
  • C. A bulk operation performs the same operation on a single object, whereas a batch operation performs multiple operations on multiple objects.
  • D. A bulk operation performs the same operation on multiple objects, whereas a batch operation performs multiple operations.
Answer: D

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

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

How can you enable add-ins to run locally without uploading it to the server?

  • A. Configuration > Staff Management > Profiles > Required Profile > Select Developer Mode.
  • B. Configuration > Site Configuration > Addin Manager > Required Profile > Interfaces > Select Developer Mode.
  • C. Configuration > Site Configuration > Addin Manager > Required Profile > Select Developer Mode.
  • D. Configuration > Staff Management > Profiles > Required Profile > Interfaces tab, Addin tab > Select Developer Mode.
Answer: B

An agent tries to open an incident from his or her recent items.
Which three components determine what appears to the agent on opening an incident record?

  • A. Profile navigation assignment
  • B. Workspace rules
  • C. Configuration settings
  • D. Profile functional permissions
  • E. SLAs
  • F. Profile workspace assignment
Answer: A,D,F

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