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Oracle Cross-Channel Contact Center Cloud is a contact center solution that provides companies with the tools they need to manage customer interactions across all communication channels. This includes chat, email, phone, and social media channels. The solution is designed to provide a unified view of customer interactions, ensuring that customers receive consistent support and service regardless of the channel they use. Oracle's offering is unique in that it provides not only traditional contact center capabilities but also incorporates machine learning and artificial intelligence technology to improve the customer experience.
Oracle 1z0-981 Exam Overview:
| Certification Vendor: | Oracle |
|---|---|
| Exam Name: | Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials |
| Exam Number: | 1Z0-981 |
| Exam Price: | USD 245 |
| Real Exam Qty: | 72 |
| Passing Score: | 63% |
| Available Languages: | English |
| Certificate Validity Period: | 18 months |
| Exam Duration: | 120 minutes |
| Exam Format: | Scenario-based, Drag and Drop, Multiple Choice |
| Related Certifications: | Oracle Service Cloud Certification Track |
| Recommended Training: | Oracle Cross-Channel Contact Center Cloud Implementation Training |
| Exam Registration: | Pearson VUE Oracle Registration Oracle University Exam Page |
| 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 1z1-981 exam, also known as the Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials exam, is a certification exam designed to validate the skills and knowledge of professionals who are responsible for implementing and managing contact center solutions using Oracle technologies. 1z0-981 exam is ideal for professionals who work in customer service, contact center management, and IT roles and are looking to enhance their skills and demonstrate their expertise in the field.
The 1z1-981 exam is divided into several sections, including implementation, administration, and maintenance of the Oracle Cross-Channel Contact Center Cloud 2017. 1z0-981 exam covers a wide range of topics, including configuring the platform, implementing business rules and workflows, customizing interfaces, and setting up reporting and analytics. Candidates are expected to have a strong working knowledge of Oracle technologies, as well as a good understanding of contact center operations and management.
Oracle 1z1-981 certification exam is designed to test the skills and knowledge of individuals who want to become experts in Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials. 1z0-981 exam is a comprehensive test that covers a wide range of topics, including designing and implementing contact center solutions, configuring channels and workflows, and managing contacts and agents.
Oracle 1z0-981 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: Initial Setup and Configuration | 20% | - Queues, routing, and assignment rules - User administration and profiles - Global settings and message bases |
| Topic 3: Knowledge Advanced and Chat Integration | 15% | - Knowledge base configuration - Chat and co-browse setup - Engagement Cloud integration |
| Topic 4: Reporting, Analytics, and Integration | 15% | - Creating and customizing reports - Connect SOAP and REST web services - Desktop and third-party integrations |
| Topic 5: Automation and Process Models | 15% | - Business rules and workflows - Custom Process Models (CPM) - Agent guidance and assistance tools |
| Topic 6: Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Service Console and Agent Desktop - Architecture and core components |
By Andy
