Oracle 1z0-981 Exam Details & Actual Exam Questions
- Exam Code/Number: 1z0-981
- Exam Name/Title: Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials
- Certification Provider: Oracle
- Corresponding Certification: Oracle Service Cloud
- Exam Questions: 73
- Updated On: Sep,23 2026
- Certification Level: Specialist
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Exam Questions
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(55 Up Votes)Oracle 1z0-981 Exam Overview:
| Certification Vendor: | Oracle |
|---|---|
| Exam Name: | Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials |
| Exam Number: | 1Z0-981 |
| Real Exam Qty: | 72 |
| Certificate Validity Period: | 18 months |
| Passing Score: | 63% |
| Related Certifications: | Oracle Service Cloud Certification Track |
| Exam Format: | Scenario-based, Multiple Choice, Drag and Drop |
| Available Languages: | English |
| Exam Duration: | 120 minutes |
| Exam Price: | USD 245 |
| Recommended Training: | Oracle Cross-Channel Contact Center Cloud Implementation Training |
| Exam Registration: | Pearson VUE Oracle Registration Oracle University Exam Page |
| Sample Questions: | Oracle 1z0-981 Sample Questions |
| Exam Way: | Online proctored or onsite at authorized Pearson VUE testing centers |
| Pre Condition: | No mandatory prerequisites; recommended 6+ months of hands-on implementation experience with Oracle Service Cloud / Cross-Channel Contact Center Cloud |
| Official Syllabus URL: | https://education.oracle.com/oracle-cross-channel-contact-center-cloud-2017-implementation-essentials/trackp_2892 |
Oracle 1z0-981 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Reporting, Analytics, and Integration | 15% | - Connect SOAP and REST web services - Desktop and third-party integrations - Creating and customizing reports |
| Topic 2: Initial Setup and Configuration | 20% | - User administration and profiles - Queues, routing, and assignment rules - Global settings and message bases |
| Topic 3: Core Business Objects and Customization | 20% | - Incidents, contacts, and organizations - Variables, standard text, and templates - Custom objects, fields, and workspaces |
| Topic 4: Knowledge Advanced and Chat Integration | 15% | - Chat and co-browse setup - Knowledge base configuration - Engagement Cloud integration |
| Topic 5: Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Architecture and core components - Service Console and Agent Desktop |
| Topic 6: Automation and Process Models | 15% | - Custom Process Models (CPM) - Business rules and workflows - Agent guidance and assistance tools |
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