Learn with Oracle : 1z1-981 training material for 100% pass
Updated: Aug 21, 2026
No. of Questions: 73 Questions & Answers with Testing Engine
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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 |
| Available Languages: | English |
| Exam Format: | Multiple choice |
| Real Exam Qty: | 73 |
| Related Certifications: | Oracle Cross-Channel Contact Center Cloud 2017 Certified Implementation Specialist |
| Sample Questions: | Oracle 1z1-981 Sample Questions |
| 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:
| Section | Objectives |
|---|---|
| Cross-Channel Contact Center Cloud Implementation | - Queue and Assignment Configuration
|
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
1. Which three statements are true about headers of custom process models?
A) They contain all possible events with the objects.
B) They contain the version number of the PHP script.
C) The header section needs to be uncommented during testing.
D) The header section is always commented.
E) The/QDntain the version number of the Connect Common Object Model.
F) They contain standard objects only.
G) They list only the events that are supported by the code implementation.
2. Which four statements are true about incident rules?
A) A catch-all escalation action has no impact on incident rules.
B) Incident rules should have a minimum of two rule states.
C) Incident rules should have one rule state.
D) Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
E) A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
F) All incident rules should have an action to transit from the initial state to another state.
G) A catch-all rule has no impact on incident rules.
3. 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) Create a polling survey.
B) Create a report for the survey scores.
C) Schedule the survey on a daily basis.
D) Assign scores to the survey questions and set the status field based on the responses.
E) Write a business rule to reopen the case.
F) Create a transactional survey.
4. Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?
A) Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier
B) Allowing an agent to switch between workspaces by clicking the "Select Workspace" button
C) If a contact record exists, loading details from the contact found in the incident workspace
D) If a contact record does not exist, creating a contact record as captured by an agent from customers
E) Capturing all incident-associated CO data from customers
5. Which Oracle Service Cloud capability can assign chats based on language and product skills?
A) Syndicated chat
B) Business rules
C) Advanced routing
D) Engagement engine
Solutions:
| Question # 1 Answer: D,F,G | Question # 2 Answer: C,D,E,F | Question # 3 Answer: D,E,F | Question # 4 Answer: C,D,E | Question # 5 Answer: C |
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