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 #25

Which four types are used by incidents queues?

A. Round Robin (Logged In)

B. FIFO

C. Quick

D. Standard

E. Round Robin (All)

F. LIFO

G. Advanced Routing

Discussion 0

Correct Answer: A,D,E,G Vote an answer

Question #26

A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?

A. The profile to which the agent is assigned does not have a navigation set assigned.

B. The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.

C. The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.

D. The profile to which the agent is assigned does not have the Interface Access check box selected.

E. The profile to which the agent is assigned does not have the incident workspace assigned.

Discussion 0

Correct Answer: D Vote an answer

Question #27

Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?

A. Configure advanced routing.

B. Enable the engagement engine.

C. Select the Chat check box that is associated with an agent's staff account.

D. Select the Pull Chat check box in the chat profile.

E. Select the corresponding pull policy.

Discussion 0

Correct Answer: D,E Vote an answer

Question #28

Which three events are available with the JavaScript API?

A. aftersave()

B. onbeforesave ()

C. onrefresh()

D. enclose ()

E. onsaveclose ()

F. ondataupdated()

Discussion 0

Correct Answer: B,D,F Vote an answer

Question #29

Which four statements are true about incident rules?

A. Incident rules should have one rule state.

B. Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.

C. A catch-all escalation action has no impact on incident rules.

D. A catch-all rule has no impact on incident rules.

E. Incident rules should have a minimum of two rule states.

F. All incident rules should have an action to transit from the initial state to another state.

G. A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.

Discussion 0

Correct Answer: A,B,F,G Vote an answer

Question #30

Which three statements are true about Service Level Agreements?

A. They enable you to restrict what agents can view as part of navigation on the console.

B. They enable you to set the reports that are visible to an agent.

C. They enable you to set a timeline for an agent to respond to an incident.

D. They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.

E. They enable you to specify the duration for which an incident can be kept in waiting status.

F. They enable you to restrict the number of incidents raised by end users through various channels.

Discussion 0

Correct Answer: C,D,E Vote an answer

Question #31

When an incident is opened, your customer wants to have different workspaces opened based on the products selected in the "Ask a Question" form on the Customer Portal pages.
Which three elements are necessary to design the workflow?

A. Load

B. Entry Point

C. Decision

D. Set Fields

E. Workspace

F. Return

Discussion 0

Correct Answer: B,C,E Vote an answer

Question #32

Examine these functions:
f1- apply() f2 - setup(), f3 - validate(), f4 - cleanup(), f5- fetchObject() What is the correct sequence of execution of these functions during custom processes testing?

A. f1, f2, f5, f3, f4

B. f1, f2, f4, f3, f5

C. f2, f5, f3, f1, f4

D. f2, f5, f1, f3, f4

E. f5, f2, f3, f4, f1

Discussion 0

Correct Answer: C Vote an answer

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