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Oracle Fusion Cloud Applications CX Foundations Associate - Rel 1 Sample Questions (Q27-Q32):
NEW QUESTION # 27
What is the purpose of the Customer Contact to Resolution OMBP in Oracle Fusion Cloud CX Service?
- A. To eliminate the need for customer support.
- B. To automate customer inquiries and reduce agent interaction.
- C. To focus on agent training without resolving customer issues.
- D. To provide agents with real-time customer context and AI-powered tools.
Answer: D
Explanation:
The Customer Contact to Resolution OMBP in Oracle Fusion Cloud CX Service streamlines issue resolution. Its purpose is to provide agents with real-time customer context and AI-powered tools.
Real-time Context: Delivers customer history and issue details for informed responses.
AI-Powered Tools: Includes knowledge search and predictive suggestions, enhancing resolution speed and quality.
Outcome: Boosts agent efficiency and customer satisfaction.
Option A (No Support): Contradicts the OMBP's service focus.
Option B (Training): Training alone doesn't address resolution.
Option D (Automation): Focuses on agent assistance, not full automation.
Oracle Fusion Cloud CX Service documentation, such as "Service Center Guides," supports this purpose.
NEW QUESTION # 28
What is the role of Intelligent Document Recognition (IDR) in Oracle Fusion Cloud CX?
- A. To generate marketing campaign content.
- B. To automate the extraction of data from documents for faster processing.
- C. To provide real-time customer insights.
- D. To manage customer interactions on social media.
Answer: B
Explanation:
Intelligent Document Recognition (IDR) in Oracle Fusion Cloud CX leverages AI to streamline document-related processes. Its primary role is to automate the extraction of data from documents for faster processing.
How It Works: IDR uses machine learning to scan and interpret unstructured documents (e.g., invoices, contracts), extracting key data (e.g., names, dates, amounts) without manual input.
Benefit: This accelerates workflows like order processing or customer onboarding, improving operational efficiency and reducing errors.
CX Context: In CX, it supports service and sales by quickly integrating document data into customer records.
Option A (Campaign Content): IDR doesn't create content; it processes existing documents.
Option B (Customer Insights): Insights may be a byproduct, but it's not the primary role.
Option D (Social Media): IDR is unrelated to social media management.
Oracle Fusion Cloud CX documentation, such as "Oracle AI for Fusion Applications," highlights IDR's automation capabilities.
NEW QUESTION # 29
Which metric indicates the success of the Opportunity to Quote OMBP in Oracle Fusion Cloud CX Sales?
- A. Quote Volume that provides an overview of sales activity.
- B. Sales Revenue that directly measures the OMBP's effectiveness in the quoting process.
- C. Average Time to Quote Acceptance that measures the efficiency of the quoting process.
Answer: C
Explanation:
The success of the Opportunity to Quote OMBP hinges on how efficiently and effectively quotes move from creation to acceptance. The Average Time to Quote Acceptance is the key metric here, as it measures the efficiency of the quoting process by tracking the time from quote delivery to customer acceptance.
A shorter time indicates a streamlined, responsive process, which is critical for customer satisfaction and deal closure.
It directly ties to the OMBP's goal of optimizing the quote lifecycle.
Option B (Sales Revenue): Revenue is an outcome metric, not a direct indicator of the quoting process's success.
Option C (Quote Volume): Volume reflects activity but not the quality or efficiency of the process.
Per Oracle Fusion Cloud CX Sales documentation, including "CX Analytics FAQs," this metric is pivotal for evaluating process efficiency.
NEW QUESTION # 30
What is the primary purpose of the Campaign Execution to Opportunity OMBP in Oracle Fusion Cloud CX Marketing?
- A. To automate the creation of marketing campaigns without human intervention.
- B. To eliminate the need for customer segmentation.
- C. To personalize campaign content and offers based on customer segments.
- D. To provide real-time analytics for campaign performance.
Answer: C
Explanation:
The Campaign Execution to Opportunity OMBP in Oracle Fusion Cloud CX Marketing focuses on converting marketing efforts into sales opportunities. Its primary purpose is to personalize campaign content and offers based on customer segments.
Personalization: Uses customer data (e.g., behavior, demographics) to tailor content, increasing relevance and engagement.
Outcome: Drives higher conversion rates by targeting the right audience with the right message, leading to opportunities.
Option A (No Segmentation): Segmentation is essential, not eliminated.
Option B (Full Automation): Campaigns require human oversight for strategy, not just automation.
Option C (Analytics): Analytics support the process but aren't the primary purpose.
Oracle Fusion CX Marketing documentation, like "Campaign Management Guides," highlights personalization as the core driver of this OMBP.
NEW QUESTION # 31
Which strategy aligns with the Campaign Execution to Opportunity OMBP to maximize its effectiveness?
- A. Focus on a marketing campaign that emphasizes email as the customers' primary preferred platform.
- B. Personalize campaign content and offers based on customer segments, ensuring a tailored and engaging customer experience.
- C. Implement a one-size-fits-all campaign approach, sending general messages to all customers.
- D. Conduct campaigns with moving goals or targets, providing multiple methods for measuring success.
Answer: B
Explanation:
The Campaign Execution to Opportunity OMBP in Oracle Fusion Cloud CX Marketing focuses on converting campaign efforts into sales opportunities. The strategy that maximizes effectiveness is to personalize campaign content and offers based on customer segments, ensuring a tailored and engaging customer experience.
Personalization: Tailoring content to specific segments (e.g., by industry, behavior, or demographics) increases relevance, engagement, and conversion rates.
This approach leverages CRM data and analytics to target the right customers with the right offers, driving opportunity creation.
Option B (One-Size-Fits-All): Generic campaigns lack relevance, reducing effectiveness.
Option C (Email Focus): Limiting to one channel ignores customer preferences and omnichannel opportunities.
Option D (Moving Goals): Inconsistent targets confuse focus and dilute measurable success.
Oracle Fusion CX Marketing documentation, such as "Campaign Management Guides," emphasizes personalization as a cornerstone of effective campaign execution.
NEW QUESTION # 32
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