Oracle RightNow Cloud Service 2016 Implementation Essentials - 1z1-325 FREE EXAM DUMPS QUESTIONS & ANSWERS]

Question 1

Select two statements that describe reasons why you would link products to categories. (Choose two.)

A. It allows filtering of category, based on the product selected on customer portal pages. B. It simplifies reporting on answers and incidents products and categories. C. It allows filtered product and category lists when creating answers. D. It allows filtering of category, based on the product selected on incident workspaces.

Discussion 0

Correct Answer: C,D Vote an answer

Question 2

Your client wants to provide users with an Overview Answer that contains links to drill down to more detailed information if the user is interested.
The drilldown Answers should not be included in any search results.
How should the drilldown Answers be configured so that they can be linked to, but won't be displayed in search results?

A. Create a special Public status named "Hidden". Save the drill-down Answers with the "Hidden" status. B. Set the Access Level to "Help" for the drilldown Answers and save them with a Public status. C. Enter the drilldown information as Conditional Sections of the Overview Answer. Set the Access Level for those Conditional Sections to the "Help" Access Level. Save the Answer with a Public status. D. Save the drill-down Answers with a Draft status.

Discussion 0

Correct Answer: C Vote an answer

Question 3

Select two true statements about chat. (Choose two.)

A. A guided assistance control is not available in a custom chat workspace. B. To maintain all chat records, change the agedatabase setting CHATS_PURGE_DAYS to 0. C. If the transfer option is enabled, a chat can be transferred to a queue or another agent. D. Before you can delete a chat session queue that is used in a business rule, you must first edit the rules so they no longer use the queue. E. Variables cannot be used.

Discussion 0

Correct Answer: C,E Vote an answer

Question 4

Your customer would like to automatically create incidents for any comments created on Social Media sites.
Which two Social Media options are available to create incidents in Oracle Service Cloud? (Choose two.)

A. Twitter Public Comments B. Instagram Comments C. Facebook Public Personal Page Comments D. Facebook Fan Page Comments E. YouTube Comments F. Twitter Private Messages G. Google Plus Comments

Discussion 0

Correct Answer: A,C Vote an answer

Question 5

When an agent handles a product return incident, they require the ability to go through a series of questions to determine the appropriate answer/response.
You determine this would best be solved using guided assistance which is automatically launched when a specific category is selected by an agent.
Which three steps are required to implement this solution? (Choose three.)

A. Add a Guided Assistance Control to the incident workspace. B. Add an Answer Display Control to the incident workspace. C. Create a business rule that starts a guide. D. Create a workspace rule that invokes a guide based on "a field has a certain value." E. Add a workspace rule that has a trigger for when a Guide is Finished. F. Create a guide that takes the agent step by step to the relevant answers that the agent needs for a product return. G. Add the guide to an answer in the answer workspace.

Discussion 0

Correct Answer: B,D,G Vote an answer

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Question 6

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 7

Your customer would like to classify their incidents by the hierarchy of services they provide, and will route customer web form incidents to agents according to the type of help selected and by service in the hierarchy.
Select the two statements that would satisfy these requirements. (Choose two.)

A. Use the product field to identify the services and the disposition field to identify the customer's incident type of help. B. Use the product field to identify the services and the category field to identify the customer's incident type of help. C. Use the product field to identify the services and an incident custom field to identify the customer's incident type of help. D. Use the category field to identify the customer's incident type of help, and an incident custom field to identify the services.

Discussion 0

Correct Answer: A,C Vote an answer

Question 8

You have been asked to create a customized workflow for a customer's agents. You perform these steps:
* Create an initial workflow that will inspect each defined custom field, and will branch depending on each identified value into another workflow object.
* Your workflow scans each incident looking for a smart sense value of -1 or -2 or -3.
* You create a workflow decision tree which, depending on profile, branches off and sets the workflows available to that agent.
Which three customer requirements were fully met by the steps taken? (Choose three.)

A. The workflow must be performed without prompting from the agent. B. All text must be scanned for negative Smart Sense scores and routed accordingly to the correct agent group's queue. C. Incidents received from Ask a Question must be checked for any custom field data. D. Each agent's profile will determine which workflow(s) are available to them.

Discussion 0

Correct Answer: A,B,D Vote an answer

Question 9

Your customer would like to set up the following configuration:
If (or when) a customer replies to an agent's response to their original question, the end customer's incident must be assigned to any available agent.
The current setup leaves incidents assigned to the responding agent.
Select two configurations to enable the assignments to be correct.

A. Escalate the incident after an hour in incident rules. B. Set the response option for reassign on response to "No Change." C. Email the incident details to the agent group in incident rules. D. Remove the incident agent assignment in incident rules. E. Enable the incident queue for "Round Robin logged in." F. Assign the incident to the agent group in incident rules.

Discussion 0

Correct Answer: E,F Vote an answer