Online Access Free 1z0-981 Exam Questions

You are working on complete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?

• A.Guided assistance
• B.Agent scripts
• C.Intent guide
• D.Business rules
• E.Custom process model

In your company, Oracle Service Cloud has workspaces where there are multiple reports and browser controls embedded for various requirements. You receive a complaint that the initial loading of the workspaces is very slow.
What is the quickest solution to speed up incident workspace loading?

• A.Creating multiple workspaces per business function and assigning to different profiles
• B.Removing fields in the workspaces
• C.Utilizing workflows and splitting functionality into more than one workspace
• D.Placing objects on different tabs and splitting the loading across multiple tabs

Which two statements are true about generic objects?

• A.They automatically consider a package to consist of custom objects.
• B.They require the type of data to be set dynamically.
• C.They belong to a stand-alone class that is not derived from an RN object.
• D.They can be used with standard objects.
• E.They are used when working with custom objects only.

Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?

• A.Capturing all incident-associated CO data from customers
• B.If a contact record exists, loading details from the contact found in the incident workspace
• C.Allowing an agent to switch between workspaces by clicking the "Select Workspace" button
• D.If a contact record does not exist, creating a contact record as captured by an agent from customers
• E.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

Which three statements are true about add-ins?

• A.They can be added to the Custom Portal area of Oracle Service Cloud.
• B.They always run locally on the machines on which the desktop application runs.
• C.They always run locally to access local data.
• D.They are the visual areas of Oracle Service Cloud Agent Desktop.
• E.They are written in the C# .NET programming language with the templates provided by Oracle Service Cloud.
• F.They can be designed to create visual components and not perform any integrations.