Exam Number: 1Z0-981
Exam Title: Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials
Associated Certification Paths Oracle Cross-Channel Contact Center Cloud 2017 Certified Implementation Specialist
Duration: 120
Number of Questions: 72
Passing Score: 63%
Validated Against: Exam has been validated against Oracle Service Cloud version 17
Format: Multiple Choice
Complete Recommended Training
Oracle Service Cloud Learning Subscription (Individuals & Companies | Partners)
Additional Preparation and Information
A combination of Oracle training and hands-on experience (attained via labs and/or field experience) provides the best preparation for passing the exam.
Our certification exams are revised regularly to align with training and product release updates. Information about exam revisions and new topics are found on this page under ‘Validated Statement’ and within the exam topics below. Certifications reflect validated skills for year and product release version date of achievement. If you are preparing for this exam, we recommend you check these topics periodically to ensure your exam prep covers any new topics that may be added based on regular exam revision.
Service Cloud Products and Services
Explain Service Cloud products and services
Describe Service Level Agreements
Create queues, assignments, and standard application menus
Service Console Core Features and Access
Perform an initial setup and set up an Agent Desktop
Describe Core Business Objects
Perform core administration tasks
Explain configuration settings
Service Cloud User Interface and Processes
Describe message bases
Implement automation and customization
Processes between Customers and Agents
Describe agent assistance
Describe standard text and variables
Create message templates
Describe mail and mailboxes
Generate outreach and feedback
Create business rules
Configure chat and cobrowse
Configure advanced routing
Set up users, developers, labs, events ,support and services, and support notifications
Service Cloud Common Object Model Extensions
Set up custom objects and custom fields
Reports
Describe Oracle Service Cloud Analytics
Customize reports
Share reports
System Integration
Integrate with Connect SOAP-based web services
Integrate with Connect REST-based web services
Service Cloud Process Model Extensions
Perform a JavaScript Desktop Integration
Create a Custom Process Model and custom scripts
Identify accelerators for Oracle Service Cloud integrations
Service Cloud Service Console Extensions
Configure add-ins
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