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The Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials certification exam covers a wide range of topics such as developing a contact center strategy, creating and managing knowledge management, understanding the importance of customer feedback, and implementing cross-channel analytics. It is a comprehensive exam that tests the individual's knowledge and expertise in different areas of cross-channel contact centers.
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Oracle 1z1-981 exam is specifically designed for professionals who want to demonstrate their knowledge and expertise in implementing the Oracle Cross-Channel Contact Center Cloud 2017. It is a certification that requires a deep understanding of the contact center functionalities available on the cloud.
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Oracle 1z1-981 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Automation and Process Models | 15% | - Business rules and workflows - Custom Process Models (CPM) - Agent guidance and assistance tools |
| Initial Setup and Configuration | 20% | - Global settings and message bases - Queues, routing, and assignment rules - User administration and profiles |
| Reporting, Analytics, and Integration | 15% | - Creating and customizing reports - Desktop and third-party integrations - Connect SOAP and REST web services |
| Core Business Objects and Customization | 20% | - Variables, standard text, and templates - Custom objects, fields, and workspaces - Incidents, contacts, and organizations |
| Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Architecture and core components - Service Console and Agent Desktop |
| Knowledge Advanced and Chat Integration | 15% | - Engagement Cloud integration - Chat and co-browse setup - Knowledge base configuration |
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