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Oracle 1z1-981 : Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials
Exam Code: 1z1-981
Exam Name: Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials
Updated: Sep 12, 2026
Q & A: 73 Questions and Answers
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Oracle 1z1-981 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Service Console and Agent Desktop - Architecture and core components |
| Topic 2: Reporting, Analytics, and Integration | 15% | - Desktop and third-party integrations - Connect SOAP and REST web services - Creating and customizing reports |
| Topic 3: Initial Setup and Configuration | 20% | - Global settings and message bases - Queues, routing, and assignment rules - User administration and profiles |
| Topic 4: Core Business Objects and Customization | 20% | - Incidents, contacts, and organizations - Variables, standard text, and templates - Custom objects, fields, and workspaces |
| Topic 5: Automation and Process Models | 15% | - Business rules and workflows - Custom Process Models (CPM) - Agent guidance and assistance tools |
| Topic 6: Knowledge Advanced and Chat Integration | 15% | - Chat and co-browse setup - Knowledge base configuration - Engagement Cloud integration |
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
Question #1
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 > Staff Management > Profiles > Required Profile > Interfaces tab, Addin tab > Select Developer Mode.
- D. Configuration > Site Configuration > Addin Manager > Required Profile > Select Developer Mode.
Correct Answer: B 🗳️
Question #2
Which two statements are true about linking products, categories, and dispositions?
- A. Links can be automatically created to categories and dispositions based on answers an incidents.
- B. A leaf product's links are inherited from its parent product.
- C. Product-category linking is independent of product-disposition linking.
- D. Product-category linking restricts customers from searching on the Customer Portal.
- E. Links can be created only between the parent levels of products, categories, and dispositions.
Correct Answer: C,D 🗳️
Question #3
What are three required sections for Custom Process Models?
- A. Footer
- B. Test script
- C. Code containing custom business logic
- D. Test harness
- E. Code containing integration with external systems
- F. Header
Correct Answer: C,D,F 🗳️
Question #4
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. Accept the changes.
- B. Enable the global template.
- C. Validate the template.
- D. Save the deployment.
Correct Answer: D 🗳️
Question #5
Which two are non-CRUD operations?
- A. CSVTableSet = Binding.QueryCSV(string Query, int PageSize, string Delimiter, bool
- B. CSVTableSet results = RunAnalyticsReport(AnalyticsReport ReportObject, int Limit, int Start, string Delimiter, bool ReturnRawResult, bool DisableMTOM, out byte[] FileData);
- C. ReturnRawResult, bool DisableMTOM, out byte[] FileData);
RNObject[] rnObjects = _client.Get(clientlnfoHeader, objects, options); - D. UpdateResponseMsg = Binding.Update(RNObject[] Objects, UpdateProcessingOptions ProcessingOptions);
- E. ResetContactPasswordResponseMsg = Binding.ResetContactPassword(ID ContactID);
- F. RNObject[] = Binding.Create(RNObject[] Objects, CreateProcessingOptions Options);
Correct Answer: A,B 🗳️
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