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Updated: Jul 29, 2026
No. of Questions: 73 Questions & Answers with Testing Engine
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Oracle 1z0-981 Exam Overview:
| Certification Vendor: | Oracle |
| Exam Name: | Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials |
| Exam Number: | 1Z0-981 |
| Related Certifications: | Oracle Service Cloud Certification Track |
| Certificate Validity Period: | 18 months |
| Exam Format: | Multiple Choice, Scenario-based, Drag and Drop |
| Exam Price: | USD 245 |
| Exam Duration: | 120 minutes |
| Passing Score: | 63% |
| Real Exam Qty: | 72 |
| Available Languages: | English |
| Recommended Training: | Oracle Cross-Channel Contact Center Cloud Implementation Training |
| Exam Registration: | Oracle University Exam Page Pearson VUE Oracle Registration |
| 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 |
|---|---|---|
| Initial Setup and Configuration | 20% | - Queues, routing, and assignment rules - Global settings and message bases - User administration and profiles |
| Core Business Objects and Customization | 20% | - Incidents, contacts, and organizations - Custom objects, fields, and workspaces - Variables, standard text, and templates |
| Knowledge Advanced and Chat Integration | 15% | - Engagement Cloud integration - Knowledge base configuration - Chat and co-browse setup |
| Reporting, Analytics, and Integration | 15% | - Creating and customizing reports - Connect SOAP and REST web services - Desktop and third-party integrations |
| Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Architecture and core components - Service Console and Agent Desktop |
| Automation and Process Models | 15% | - Agent guidance and assistance tools - Custom Process Models (CPM) - Business rules and workflows |
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
1. Which four statements are true about incident rules?
A) A catch-all escalation action has no impact on incident rules.
B) A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
C) A catch-all rule has no impact on incident rules.
D) Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
E) Incident rules should have one rule state.
F) Incident rules should have a minimum of two rule states.
G) All incident rules should have an action to transit from the initial state to another state.
2. Which two statements are true about mailboxes?
A) The Dbtstatus utility is responsible for having incidents created after an email is sent to the Service Cloud mailbox.
B) Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.
C) Techmail is responsible for pulling emails from single or multiple mailboxes.
D) The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.
E) Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.
3. Which five practices deliver maximum reporting performance?
A) Using outer joins rather than inner joins when possible
B) Using fixed filters whenever possible
C) Using index custom fields as filters
D) Providing values for runtime filters
E) Filtering on standard fields that are indexed
F) Providing default values for runtime filters
G) Configuring many-to-many joins
H) Filtering on expressions and not on simple columns
I) Using the like operator instead of the complex expression operator
J) Using the complex expression operator instead of the like operator
K) Filtering on simple columns and not on expressions
4. Which six actions can have a null value?
A) Set SLAs
B) Set Queue
C) Set Fields
D) Set Disposition
E) Set Category
F) Set Agent
G) Set Product
H) Set Assigned
I) Set Mailbox
J) Set Status
5. An agent is assigned a profile PI that is configured with three incident queues: q1, q2, and q3, and the pull policy is set to Manual. Which statement is true?
A) Agents cannot use the Fill Inbox functionality because the pull policy is manual.
B) Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.
C) Agents can use the Fill Inbox functionality to select any of the three queues.
D) Agents will get incidents only from the ql queue.
Solutions:
| Question # 1 Answer: B,D,E,G | Question # 2 Answer: C,D | Question # 3 Answer: A,B,D,E,K | Question # 4 Answer: A,B,C,D,I | Question # 5 Answer: C |
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