Test-CX-04

Question 1 of 20

1

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

Select one or more of the following:

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

Explanation

Question 2 of 20

1

Your customer supports three different brands and needs to be able to send and receive emails using differently branded emails.
The end customers may not know that the three brands are supported by the same company or that the Oracle RightNow CX Cloud Service is being used.
Identify the three configurations that must be made to enable this requirement. (Choose three.)

Select one or more of the following:

Use the custhelp.com email address as the Reply To address
Create three service mailboxes on the console, and use SMTP forwarding from your customer's mail server.
Use SMTP Forwarding from your customer's mail server to the default service mailbox.
Use the Friendly From/ Branded Address.
Use your customer's branded email address as the Reply To address

Explanation

Question 3 of 20

1

Your customer wants to use a single workflow for all profiles and has asked you to create a workflow that follows different workflows for different agents based on profile.
Your workflow starts with a script to identify the type of record the agent will be working on before it can split into different workflows.
Which two items enable you to accomplish this? (Choose two.)

Select one or more of the following:

Connector Events
Decision Object
Named Event
Connector Condition
Set Field

Explanation

Question 4 of 20

1

Your client wants to allow the Administrator and Limited Administrator profiles to prevent user timeout until 60 minutes of inactivity. All other user profiles should be logged out after 15 minutes.
Which two steps must be performed to configure this? (Choose two.)

Select one or more of the following:

Set the Session Timeout field to 3600.
Set the Session Timeout field to null.
Set the Session Timeout field to 60.
Set the SESSION_MANAGEMENT_ENABLED Configuration Setting to Enabled.
Set the SESSION_MANAGEMENT_ENABLED Configuration Setting to Disabled.
Set the CLIENT_SESSION_EXP field to 60.

Explanation

Question 5 of 20

1

You have been asked to create a customized workflow for a customer's agents. You perform these steps:
Which three customer requirements were fully met by the steps taken? (Choose three.)

Select one or more of the following:

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

Explanation

Question 6 of 20

1

Which incident field is designed to be used by your customer to standardize tracking of how incidents are resolved?

Select one of the following:

SLA Instance
Response Message
Severity
Disposition
Source

Explanation

Question 7 of 20

1

Identify the seven data types that are available as custom fields. (Choose seven.)

Select one or more of the following:

Multi Select Menu
Float
Menu
Text Field
Date/Time
Currency
Date Field
Text Area
Integer
Yes/No

Explanation

Question 8 of 20

1

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.)

Select one or more of the following:

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

Explanation

Question 9 of 20

1

Question 71
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.)

Select one or more of the following:

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

Explanation

Question 10 of 20

1

Your client has VIP customers (all of which have a custom contact field of VIP set to 'Yes').
They want to offer these customers a higher priority service on Chat.
You intend to do this with a VIP queue.
Which three steps do you also need to perform? (Choose three.)

Select one or more of the following:

Set the Pull Policy to manual.
Create chat rules so that contacts with the VIP field set to 'Yes' are routed to the VIP queue.
Add the VIP queue to the profile of the agents that are taking chats.
Move the VIP queue to the top of the queue list.
Create incident rules so that contacts with the VIP field set to 'Yes' are routed to the VIP queue.
Create a rule to set an SLA.

Explanation

Question 11 of 20

1

Your customer has linked products and dispositions together on their site. On the agent's incident workspace the list of dispositions is not being filtered.
Select the two actions that will assist in troubleshooting this issue. (Choose two.)

Select one or more of the following:

The client has not refreshed the incident in the incident workspace.
The incident workspace does not have a filter workspace rule assigned.
Your customer's agents must log out and log back in
The Auto-Build product-disposition links is not selected.
The enable product-disposition linking is not selected

Explanation

Question 12 of 20

1

Your customer has asked that all incidents be "scanned" for words that may revolve around product defects and injuries so that they can alert their risk management team of any possible product issues or liability. The customer accepts that 100% accuracy is not attainable, and accepts that they will be false positives and a margin for error.
They have provided you the following words to be "scanned":
1 . Mouth
2 . Jaw
3 . Cheek
4 . Jowl
5 . Chin
6 . Oral
7 . Palate
The customer requires the following:
You decide to use a regular expression to search for these words in all incoming emails.
^mouth[,|.|'|"|;|:| |!|?|&]|\ jaw[,|.|'|"|;|:| |!|?|&]|\ cheek[,|.|'|"|;|:| |!|?|&]|\ jowl[,|.|'|"|;|:|
|!|?|&] |\ chin$[,|.|'|"|;|:| |!|?|&]|\ oral[,|.|'|"|;|:| |!|?|&]|\ palate[,|.|'|"|;|:| |!|?|&]
Identify the three words that will be correctly matched to this regular expression. (Choose three.)

Select one or more of the following:

Chin
Jaw
Mouth
Cheek
Jowl
Oral
Palate

Explanation

Question 13 of 20

1

Your customer's "Chat Survey Score" report contains valid records; however, all of the average scores seem to be zero.
Which two steps will correct this? (Choose two.)

Select one or more of the following:

adding values to the Score field in the Survey Questions
ensuring the survey questions are included in the "Chat Survey Score" report
updating the filters in the report
changing the survey questions to a Matrix type
changing the format of the Average Score

Explanation

Question 14 of 20

1

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.)

Select one or more of the following:

Solved
Unresolved
Waiting
Updated

Explanation

Question 15 of 20

1

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?

Select one of the following:

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

Explanation

Question 16 of 20

1

You want to implement a privileged list of answers on the customer portal but answers with the Access Level you have created are showing up for all customers.
What change can you make with the Answer Access Level shown to make it function correctly?

Select one of the following:

There are too many access levels. One of those needs to be removed.
The access level being created should not have the "Visible" check box selected.
Nothing is wrong with the configuration set on the picture, so no changes are needed.
Only the label of the access level needs to be inserted and then saved.

Explanation

Question 17 of 20

1

Your customer has asked you to fulfill a list of requirements for their incident workspace.
The customer has explained that the following constraints will be in place:
Requirements:
They have asked that no customization be part of the new workspace.
Identify three requirements that are met using standard product features within the workspace.
(Choose three.)

Select one or more of the following:

After the product has been set in the workspace, open up the applicable tab automatically for the agent to view.
Create tabs for each product linking to the product information page on the customer's website
Capture the Last and First names from the email text and map them to contacts.last_name and contacts.first_name fields.
Capture the "Product" field from the email and populate the product in the incidents.prod_id field.
Create a tab with "Risk Management" data consisting of custom fields and custom object data, and hide it from all standard agents.

Explanation

Question 18 of 20

1

Your customer would like to run incident reports with up to five years of data on incidents and activity for a given agent regardless of whether an agent has left the company.
Your customer reuses licenses after staff members leave the company and will need to continue that practice.
Your customer is not sure what they need to do to keep from deleting data for agents that have left the company.
Identify which option would allow your customer to administer the staff accounts to enable the reporting abilities, they require.

Select one of the following:

Disabled from Assignment
Disabled from Assignment and Report Filters
Permanently Disabled
Do not disable, but lock the staff account
Reassign the old incidents to another staff account called Former Employee.

Explanation

Question 19 of 20

1

Identify the four guidelines that are relevant with regard to web accessibility. (Choose four.)

Select one or more of the following:

Ensure all alternate text is unused.
Provide multiple methods for finding content.
Ensure no underlined content exists.
Avoid background sound.
Support increased text sizes.
Ensure color alone is not used to convey content.

Explanation

Question 20 of 20

1

You are working with a client to set up a new chat channel for their agents. Which four features would you configure in the chat workspace options? (Choose four.)

Select one or more of the following:

Wrap Up Time.
Prompt the agent to enter wrap up mode.
Set Absent Interval for how long to wait without a response.
Set the queue wait time interval.
Create/associate related incident at the beginning of chat
Set Status to Solved for incidents created automatically.
Set the Warning time for when to notify an agent when a response is received.

	Created by OSCv Oracle over 6 years ago

Quiz on Test-CX-04, created by OSCv Oracle on 26/01/2018.

Test-CX-04

Question 1 of 20

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

Select one or more of the following:

Explanation

Question 2 of 20

Select one or more of the following:

Explanation

Question 3 of 20

Select one or more of the following:

Explanation

Question 4 of 20

Your client wants to allow the Administrator and Limited Administrator profiles to prevent user timeout until 60 minutes of inactivity. All other user profiles should be logged out after 15 minutes. Which two steps must be performed to configure this? (Choose two.)

Select one or more of the following:

Explanation

Question 5 of 20

You have been asked to create a customized workflow for a customer's agents. You perform these steps: Which three customer requirements were fully met by the steps taken? (Choose three.)

Select one or more of the following:

Explanation

Question 6 of 20

Which incident field is designed to be used by your customer to standardize tracking of how incidents are resolved?

Select one of the following:

Explanation

Question 7 of 20

Identify the seven data types that are available as custom fields. (Choose seven.)

Select one or more of the following:

Explanation

Question 8 of 20

Select one or more of the following:

Explanation

Question 9 of 20

Select one or more of the following:

Explanation

Question 10 of 20

Your client has VIP customers (all of which have a custom contact field of VIP set to 'Yes'). They want to offer these customers a higher priority service on Chat. You intend to do this with a VIP queue. Which three steps do you also need to perform? (Choose three.)

Select one or more of the following:

Explanation

Question 11 of 20

Your customer has linked products and dispositions together on their site. On the agent's incident workspace the list of dispositions is not being filtered. Select the two actions that will assist in troubleshooting this issue. (Choose two.)

Select one or more of the following:

Explanation

Question 12 of 20

Select one or more of the following:

Explanation

Question 13 of 20

Your customer's "Chat Survey Score" report contains valid records; however, all of the average scores seem to be zero. Which two steps will correct this? (Choose two.)

Select one or more of the following:

Explanation

Question 14 of 20

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.)

Select one or more of the following:

Explanation

Question 15 of 20

Select one of the following:

Explanation

Question 16 of 20

You want to implement a privileged list of answers on the customer portal but answers with the Access Level you have created are showing up for all customers. What change can you make with the Answer Access Level shown to make it function correctly?

Select one of the following:

Explanation

Question 17 of 20

Select one or more of the following:

Explanation

Question 18 of 20

Select one of the following:

Explanation

Question 19 of 20

Identify the four guidelines that are relevant with regard to web accessibility. (Choose four.)

Select one or more of the following:

Explanation

Question 20 of 20

You are working with a client to set up a new chat channel for their agents. Which four features would you configure in the chat workspace options? (Choose four.)

Select one or more of the following:

Explanation

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

Your client wants to allow the Administrator and Limited Administrator profiles to prevent user timeout until 60 minutes of inactivity. All other user profiles should be logged out after 15 minutes.
Which two steps must be performed to configure this? (Choose two.)

You have been asked to create a customized workflow for a customer's agents. You perform these steps:
Which three customer requirements were fully met by the steps taken? (Choose three.)

Your client has VIP customers (all of which have a custom contact field of VIP set to 'Yes').
They want to offer these customers a higher priority service on Chat.
You intend to do this with a VIP queue.
Which three steps do you also need to perform? (Choose three.)

Your customer has linked products and dispositions together on their site. On the agent's incident workspace the list of dispositions is not being filtered.
Select the two actions that will assist in troubleshooting this issue. (Choose two.)

Your customer's "Chat Survey Score" report contains valid records; however, all of the average scores seem to be zero.
Which two steps will correct this? (Choose two.)

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.)

You want to implement a privileged list of answers on the customer portal but answers with the Access Level you have created are showing up for all customers.
What change can you make with the Answer Access Level shown to make it function correctly?