Oracle RightNow Cloud Service 2016 Implementation Essentials - 1z0-325 FREE EXAM DUMPS QUESTIONS & ANSWERS]

Question 1

To manage widgets, you need to access the menu link "Widgets" on the Customer Portal Admin page shown in the picture below:

Select three answers that match the options you expect to see when you click Widgets. (Choose three.)

A. Syndicated widgets B. Browse widgets C. Widgets details D. Create a new widget E. Change widget version

Discussion 0

Correct Answer: A,B,D Vote an answer

Question 2

You are updating the "Salesman" profile in a site where a new custom object has been created called CO.Salesman.
Your customer has requested their salesmen update records in this Custom Object from the agent desktop.
What two settings in the "Salesman" profile have to be updated to allow them this access? (Choose two.)

A. Add a custom report display Custom Object details. B. Sales Tab: Select the Edit check box for Opportunities. C. Custom Objects Tab: Select the Read check box for Package Name "CO" and Object Name "Salesman". D. Update the workspace for Opportunities. E. Add a workspace for the Salesman Custom Object. F. Custom Objects Tab: Select the Update check box for Package Name "CO" and Object Name
"Salesman". G. Contacts Tab: Select the Edit check box for Sales.

Discussion 0

Correct Answer: F,G Vote an answer

Question 3

Which three actions must be performed to be able to configure Social Monitor? (Choose three.)

A. Add or update a list of favorites. B. Add or update profiles to include permission to add Themes and Clustering. C. Add or update navigation sets to include the Social Monitor navigation button and component. D. Add or update staff accounts to use profiles that include Social Monitor permissions. E. Set up a Social Monitor search schedule. F. Add or update profiles to include Social Monitor permissions.

Discussion 0

Correct Answer: C,D,F Vote an answer

Question 4

Question 5

Your customer is using standard statuses, status types, and the standard agent "My Inbox" report.
Which two incident status types will show up in the agent's "My Inbox" report? (Choose two.)

A. Updated B. Solved C. Unresolved D. Waiting

Discussion 0

Correct Answer: C,D Vote an answer

Question 6

Your customer has performed a search on the knowledgebase and has stated that they are getting strange results. Every time they search for the word "widget" the correct answer appears as the 10th answer on the search results and not at the top of the first page.
How can you increase the value of the word "widget" in the knowledgebase search results?

A. Assign all products and categories to the knowledgebase answer. B. Add the search term to the keyword field of the knowledgebase answer. C. Set the display position to "Place at top." D. Set the display position to "Fix at top."

Discussion 0

Correct Answer: B Vote an answer

Question 7

During your customers' busiest hours, it is common for a supervisor to move agents from one queue to another to attend to more critical incidents.
Which four options allow the supervisor to meet this Requirement? (Choose four.)

A. The supervisor can delete a queue, so any incidents in that queue will requeue. B. Agents have access to a custom report that can filter and display all queues as directed by the supervisor. C. The supervisor could include or exclude queues from the agent's profile and the agent can log out and log back in. D. Agents can remove SLAs from the Organization records. E. The supervisor adds a business rule that sets the queue. F. The supervisor could manually change the queue of a group of incidents to the queue the agents are working. G. Agents can log out of the console and log in again with a different user account with access to the needed queue.

Discussion 0

Correct Answer: C,E,F,G Vote an answer

Question 8

Your customer has a number of custom fields that are no longer in use and would like to repurpose them for a new initiative.
Which set of custom field properties can you change as part of the repurpose work?

A. Column Name / Default Value / Hint / Notes B. End-User Visibility / Data Type / Notes C. Index / Size of Field / Hint / End-User Visibility D. Label / Column Name / Data Type / Default Value E. Column Name / Index / Interface Visibility / Notes

Discussion 0

Correct Answer: D Vote an answer

Question 9

Your customer would like a report that details out the response and resolution times of all their agents.
* They have an agent response target of 5 minutes, and a resolution target of 24 hours.
* Their call center is open from 8:00AM - 5:00PM, Monday through Friday.
* They only want to measure agents against these targets during working hours.
* They are closed for all United States national holidays and would need to exclude those from the report.
Select the five steps that will configure the system to meet your customer's reporting requirements. (Choose five.)

A. Set the Response Time to 5 minutes in Response Requirements. B. Set the Response Time Variable to 1440 minutes in Variables. C. Set the working hours Service Intervals in Response Requirements. D. Select the Holidays Observed in Response Requirements. E. Set the Resolution Time to 1440 minutes in Response Requirements. F. Set the Response Time Variable to 5 minutes in Variables. G. Add National Holidays to the system in Holidays. H. Edit the incident reports to include their Response Requirements.

Discussion 0

Correct Answer: A,C,D,E,H Vote an answer