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1Z0-1161-1 Oracle Fusion Cloud Applications CX Foundations Associate - Rel 1 Learning Material in 3 Different Formats

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Oracle Fusion Cloud Applications CX Foundations Associate - Rel 1 Sample Questions (Q36-Q41):

NEW QUESTION # 36
Which KPI provides valuable insight into the performance of the Opportunity to Quote OMBP?

A. Quote to Win Ratio that compares the number of quotes sent to the number of deals won.
B. Average Deal Size that provides insight into the typical value of revenue generated.
C. Total Quotes Sent that tracks the aggregate number of quotes that have been generated and sent.

Answer: A

Explanation:
The Opportunity to Quote OMBP focuses on converting opportunities into successful quotes. The Quote to Win Ratio is the KPI that provides the most valuable insight into this process's performance.
It compares the number of quotes sent to the number of deals won, directly measuring the effectiveness of the quoting process in securing business.
A high ratio indicates quotes are well-targeted and compelling, while a low ratio signals inefficiencies or misalignments.
Option A (Total Quotes Sent): This measures activity volume but not success or performance quality.
Option B (Average Deal Size): While valuable, it reflects outcomes rather than the quoting process's performance.
Oracle Fusion Cloud CX Sales documentation, such as "CX Analytics FAQs," highlights Quote to Win Ratio as a critical KPI for assessing conversion efficiency in sales processes.

NEW QUESTION # 37
Which feature in Oracle Fusion Cloud SCM helps in assessing and approving suppliers based on compliance and performance criteria?

A. Supplier Qualification Management.
B. Cost Accounting.
C. Supplier Portal.
D. Manufacturing Execution.

Answer: A

Explanation:
Oracle Fusion Cloud Supply Chain Management (SCM) includes several features to manage supplier relationships, but Supplier Qualification Management is specifically designed to assess and approve suppliers based on compliance and performance criteria.
Functionality: This feature enables organizations to define qualification criteria (e.g., certifications, quality standards, delivery performance), collect supplier data, and evaluate it against compliance and performance benchmarks.
Process: It supports creating questionnaires, tracking responses, and generating qualification outcomes, ensuring suppliers meet regulatory and operational standards before approval.
Impact: This enhances supply chain reliability by onboarding only qualified suppliers.
Option A (Cost Accounting): Focuses on financial tracking, not supplier assessment.
Option C (Manufacturing Execution): Manages production processes, not supplier qualifications.
Option D (Supplier Portal): Facilitates supplier collaboration but lacks the evaluation depth of Qualification Management.
Per Oracle Fusion Cloud SCM documentation, such as "Supplier Management Guides," Supplier Qualification Management is the key tool for this purpose.

NEW QUESTION # 38
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 provide agents with real-time customer context and AI-powered tools.
C. To focus on agent training without resolving customer issues.
D. To automate customer inquiries and reduce agent interaction.

Answer: B

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 # 39
How do AI/ML technologies assist service agents and managers in improving productivity and customer satisfaction within the Customer Contact to Resolution OMBP in Oracle Fusion Cloud CX Service?

A. AI/ML is utilized for customer sentiment analysis, providing valuable insights.
B. AI/ML focuses on training agents on customer service best practices, requiring manual effort for knowledge application.
C. AI/ML-powered knowledge base search tools provide agents with relevant solutions instantly, and predictive models suggest the best responses.

Answer: C

Explanation:
The Customer Contact to Resolution OMBP (Operational Management Business Process) in Oracle Fusion Cloud CX Service aims to streamline the resolution of customer inquiries from initial contact to closure. AI/ML technologies significantly enhance this process by providing AI/ML-powered knowledge base search tools that deliver relevant solutions instantly and predictive models that suggest the best responses.
Instant Knowledge Base Search: AI-driven tools analyze customer queries in real-time, quickly retrieving accurate articles or solutions from the knowledge base, reducing agent effort and resolution time.
Predictive Models: ML algorithms predict optimal responses based on historical data, case context, and customer patterns, improving resolution accuracy and customer satisfaction.
Together, these capabilities boost agent productivity (faster resolutions) and customer satisfaction (accurate, timely solutions).
Option A (Training Focus): While training is valuable, it relies on manual application and doesn't directly leverage AI/ML for real-time productivity gains.
Option B (Sentiment Analysis): Sentiment analysis provides insights but is more supplementary, not the core mechanism for resolution efficiency.
Oracle Fusion Cloud CX Service documentation, such as "Oracle AI for Fusion Applications" and "Service Center Guides," highlights AI/ML's role in knowledge assistance and predictive resolution as key to this OMBP.

NEW QUESTION # 40
Which feature in Oracle Fusion Cloud CX Service helps in improving agent productivity?

A. Automated customer segmentation.
B. Social media integration.
C. AI/ML-powered knowledge base search tools.
D. Real-time customer sentiment analysis.

Answer: C

Explanation:
Oracle Fusion Cloud CX Service enhances agent productivity with AI/ML-powered knowledge base search tools.
How It Works: AI analyzes queries and retrieves relevant knowledge articles instantly, reducing search time.
Impact: Speeds up resolutions, allowing agents to handle more cases efficiently.
Option A (Sentiment Analysis): Provides insights but doesn't directly boost productivity.
Option B (Segmentation): Marketing-focused, not agent productivity.
Option C (Social Media): Enhances engagement, not core productivity.
Oracle Fusion Cloud CX Service documentation, like "Oracle AI for Fusion Applications," highlights this feature.

NEW QUESTION # 41
......

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