Oracle 1z0-981 Actual Free Exam Questions & Community Discussion

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: Aug 18, 2026

Question #9

How can you set a preference that is local to your machine?

A. By selecting File > Settings

B. By selecting File > Configuration

C. By selecting Navigation pane > Configuration > Staff Management > Profiles

D. By selecting File > Options

Discussion 0

Correct Answer: D Vote an answer

Question #10

Which three statements are true about the Custom Process Model (CPM) in Oracle Service Cloud?

A. It is triggered by an event that occurs on standard objects only.

B. It is a PHP script that executes only synchronously.

C. It can be triggered by an event that occurs even on a custom object.

D. It is also known as the Object Event Handler.

E. It is triggered by an event that occurs on the standard objects that are used by queues.

F. It is always triggered from business rules.

G. It can be triggered by an event that occurs on community objects.

Discussion 0

Correct Answer: C,D,G Vote an answer

Question #11

A client requires you to set up chat and email as unlimited for an SLA. What must you do?

A. Leave both the chat and email fields limit as blank.

B. Use the default values.

C. Enter the value "Unlimited" in the chat and email fields.

D. Enter zero as the initial value for both fields.

Discussion 0

Correct Answer: D Vote an answer

Question #12

Which option should you use to create or configure queues?

A. Configuration > Site Configuration > Message Bases

B. Configuration > Site Configuration > Configuration Settings

C. Configuration > Application Appearance > Customizable Menus > Custom Menus

D. Configuration > Application Appearance >Customizable Menus > System Menus

Discussion 0

Correct Answer: D Vote an answer

Question #13

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. SLAs

B. Profile workspace assignment

C. Profile navigation assignment

D. Profile functional permissions

E. Workspace rules

F. Configuration settings

Discussion 0

Correct Answer: B,C,D Vote an answer

Question #14

Which two statements are true about a disposition?

A. It can be linked to categories.

B. It helps to identify the root cause of an incident.

C. It can be made visible on the Customer Portal.

D. It can be linked to products.

E. It can be set to a maximum depth of three in hierarchy levels.

Discussion 0

Correct Answer: B,D Vote an answer

Question #15

Which two REST API calls can be used to retrieve account information with ID 3?

A. https://yoursite.domain/services/rest/connect /v1.3/accounts/ID/3

B. https://yoursite.domain/services/rest/connect /v1.3/accounts_ID/3

C. https://yoursite.domain/services/rest/connect /latest/accounts/3

D. https://yoursite.domain/services/rest/connect /latest/accounts/ID/3

E. https://yoursite.domain/services/rest/connect /latest/accounts_ID/3

F. https://yoursite.domain/services/rest/connect /v1.3/accounts/3

Discussion 0

Correct Answer: D,F Vote an answer

Question #16

In which two scenarios would you use multiple interfaces?

A. When new business processes need to be supported other than the standard contact center

B. When your portal needs the support of different channels for login

C. When your business operates in different lines of business

D. When multiple languages need to be supported

E. When you need multiple channels enabled such as email, chat, and web self-service

Discussion 0

Correct Answer: C,D Vote an answer

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