Exam Code: 1z1-981
Exam Name: Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials
Certification Provider: Oracle
Corresponding Certification: Oracle Service Cloud

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Name: Oracle 1z1-981 Exam
Brand: Oracle
SKU: 1z1-981
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Updated: Sep 03, 2026

No. of Questions: 73 Questions & Answers with Testing Engine

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Oracle 1z1-981 Exam Overview:

Certification Vendor:	Oracle
Exam Name:	Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials
Exam Number:	1Z0-981
Related Certifications:	Oracle Cross-Channel Contact Center Cloud 2017 Certified Implementation Specialist
Exam Format:	Multiple choice
Real Exam Qty:	73
Available Languages:	English
Sample Questions:	Oracle 1z1-981 Sample Questions
Exam Way:	Onsite or online via Oracle testing partners
Official Syllabus URL:	https://education.oracle.com/exam_test?p_exam_id:1Z0-981

Oracle 1z1-981 Exam Syllabus Topics:

Section

Objectives

Cross-Channel Contact Center Cloud Implementation

- Queue and Assignment Configuration

1. Incident Queues and Routing
2. Profile and Workspace Setup

- Add-ins and Integrations

1. Connect-SOAP/REST Integrations
2. Add-in Frameworks

- Customer Interaction and Channels

1. Email, Chat, Phone, Social Integration
2. Proactive Chat and Customer Engagement

- Reporting and Analytics

1. Analytics and SLA Metrics
2. Reporting Best Practices

- Business Rules and Workflow

1. Workflow Automation with Business Rules
2. Rules Engine Configuration

Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:

Question 1

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/3
B. https://yoursite.domain/services/rest/connect /latest/accounts_ID/3
C. https://yoursite.domain/services/rest/connect /v1.3/accounts/ID/3
D. https://yoursite.domain/services/rest/connect /latest/accounts/ID/3
E. https://yoursite.domain/services/rest/connect /latest/accounts/3
F. https://yoursite.domain/services/rest/connect /v1.3/accounts_ID/3

Question 2

Which three requirements can be implemented by using workspace rules?

A. Prompting a customer care executive to dynamically open a guide
B. Calling an add-in
C. Dynamically setting the URL for browser control
D. Triggering escalation mails to the manager after the escalation time is over
E. Calling a CPM script

Question 3

Which five practices deliver maximum reporting performance?

A. Configuring many-to-many joins
B. Providing default values for runtime filters
C. Using fixed filters whenever possible
D. Filtering on expressions and not on simple columns
E. Using index custom fields as filters
F. Filtering on simple columns and not on expressions
G. Providing values for runtime filters
H. Using the complex expression operator instead of the like operator
I. Filtering on standard fields that are indexed
J. Using outer joins rather than inner joins when possible
K. Using the like operator instead of the complex expression operator

Question 4

Which four view modes are available in the Report Editor?

A. Report View
B. Data Set View
C. Graphical View
D. Design View
E. Layout View
F. Database View

Question 5

Which three features can be configured in advanced routing?

A. Queue segregation
B. Skill time
C. Queue overflow
D. Skill relaxation
E. Queue prioritization
F. Queue limit

Solutions:

Question 1
Answer: A,D

Question 2
Answer: A,B,C

Question 3
Answer: C,F,G,I,J

Question 4
Answer: A,B,D,E

Question 5
Answer: C,D,E

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