Download Oracle : 1z1-981 Questions & Answers as PDF & Test Software
Updated: Aug 29, 2026
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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 Service Cloud Certification Track |
| Passing Score: | 63% |
| Exam Price: | USD 245 |
| Certificate Validity Period: | 18 months |
| Available Languages: | English |
| Exam Duration: | 120 minutes |
| Exam Format: | Drag and Drop, Scenario-based, Multiple Choice |
| Real Exam Qty: | 72 |
| Recommended Training: | Oracle Cross-Channel Contact Center Cloud Implementation Training |
| Exam Registration: | Pearson VUE Oracle Registration Oracle University Exam Page |
| Sample Questions: | Oracle 1z1-981 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 Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Automation and Process Models | 15% | - Agent guidance and assistance tools - Business rules and workflows - Custom Process Models (CPM) |
| Topic 2: Initial Setup and Configuration | 20% | - User administration and profiles - Global settings and message bases - Queues, routing, and assignment rules |
| Topic 3: Oracle Cross-Channel Contact Center Cloud Overview | 15% | - Service Console and Agent Desktop - Architecture and core components |
| Topic 4: Core Business Objects and Customization | 20% | - Custom objects, fields, and workspaces - Incidents, contacts, and organizations - Variables, standard text, and templates |
| Topic 5: Reporting, Analytics, and Integration | 15% | - Desktop and third-party integrations - Connect SOAP and REST web services - Creating and customizing reports |
| Topic 6: Knowledge Advanced and Chat Integration | 15% | - Chat and co-browse setup - Knowledge base configuration - Engagement Cloud integration |
Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:
Question 1
You make some changes to your message template and deploy it globally, but the deployed status continues to show as pending.
What would you do to resolve this?
A. Enable the global template.
B. Validate the template.
C. Save the deployment.
D. Accept the changes.
Question 2
Which two statements are true about mailboxes?
A. The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.
B. Techmail is responsible for pulling emails from single or multiple mailboxes.
C. Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.
D. Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.
E. The Dbtstatus utility is responsible for having incidents created after an email is sent to the Service Cloud mailbox.
Question 3
Which two REST API calls can be used to retrieve account information with ID 3?
A. https://yoursite.domain/services/rest/connect /latest/accounts_ID/3
B. https://yoursite.domain/services/rest/connect /latest/accounts/3
C. https://yoursite.domain/services/rest/connect /latest/accounts/ID/3
D. https://yoursite.domain/services/rest/connect /v1.3/accounts_ID/3
E. https://yoursite.domain/services/rest/connect /v1.3/accounts/3
F. https://yoursite.domain/services/rest/connect /v1.3/accounts/ID/3
Question 4
Which two statements are true about generic objects?
A. They automatically consider a package to consist of custom objects.
B. They require the type of data to be set dynamically.
C. They belong to a stand-alone class that is not derived from an RN object.
D. They are used when working with custom objects only.
E. They can be used with standard objects.
Question 5
Which two statements are true when working with add-ins in a Custom Object workspace?
A. Using the record context, you can obtain an instance of a custom object by passing the package name and object name.
B. IGenericObject is the interface that is available with the Connect Common Object Model (CCOM) API for custom objects.
C. IGenericObject is the interface that is available with the add-in API for custom objects.
D. You cannot obtain a custom object instance directly by using the add-in API. You need to use the Connect web service for SOAP again for the, same.
E. It is not possible to automate anything by using an add-in framework in a Custom Object workspace.
Solutions:
| Question 1 Answer: C | Question 2 Answer: A,B | Question 3 Answer: C,E | Question 4 Answer: A,E | Question 5 Answer: A,D |
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