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Last Updated: Sep 20, 2026
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Oracle 1z1-981 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Core Business Objects and Customization | 20% | - Custom objects, fields, and workspaces - Variables, standard text, and templates - Incidents, contacts, and organizations |
| Topic 2: Automation and Process Models | 15% | - Agent guidance and assistance tools - Custom Process Models (CPM) - Business rules and workflows |
| Topic 3: Reporting, Analytics, and Integration | 15% | - Connect SOAP and REST web services - Desktop and third-party integrations - Creating and customizing reports |
| Topic 4: Initial Setup and Configuration | 20% | - Global settings and message bases - Queues, routing, and assignment rules - User administration and profiles |
| Topic 5: Knowledge Advanced and Chat Integration | 15% | - Chat and co-browse setup - Knowledge base configuration - Engagement Cloud integration |
| Topic 6: Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Service Console and Agent Desktop - Architecture and core components |
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
Which three requirements can be implemented by using workspace rules?
- A. Calling an add-in
- B. Calling a CPM script
- C. Dynamically setting the URL for browser control
- D. Triggering escalation mails to the manager after the escalation time is over
- E. Prompting a customer care executive to dynamically open a guide
Correct Answer: A,C,E 🗳️
In which two scenarios would you use multiple interfaces?
- A. When multiple languages need to be supported
- B. When your business operates in different lines of business
- C. When you need multiple channels enabled such as email, chat, and web self-service
- D. When new business processes need to be supported other than the standard contact center
- E. When your portal needs the support of different channels for login
Correct Answer: A,B 🗳️
Which statement correctly differentiates between a bulk operation and a batch operation?
- A. A bulk operation performs the same operation on multiple objects, whereas a batch operation performs multiple operations.
- B. A bulk operation performs a single operation, whereas a batch operation performs a single operation on a single object.
- C. A bulk operation performs multiple operations on the same object, whereas a batch operation perform the same operation on multiple objects.
- D. A bulk operation performs the same operation on a single object, whereas a batch operation performs multiple operations on multiple objects.
Correct Answer: A 🗳️
A client requires you to set up chat and email as unlimited for an SLA. What must you do?
- A. Enter the value "Unlimited" in the chat and email fields.
- B. Leave both the chat and email fields limit as blank.
- C. Use the default values.
- D. Enter zero as the initial value for both fields.
Correct Answer: D 🗳️
You are creating custom fields and enter a column name. However, you receive an error when you try to save it.
Identify three reasons for this.
- A. The column name contains a punctuation.
- B. The column name starts with a number.
- C. The column name contains a space.
- D. The column name starts with a lowercase alphabet.
- E. The column name contains a dollar symbol.
- F. The column name contains an underscore.
Correct Answer: B,C,E 🗳️
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