Test-CX-03

Question 1 of 20

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.)

Select one or more of the following:

Widgets details
Create a new widget
Browse widgets
Change widget version
Syndicated widgets

Explanation

Question 2 of 20

1

You created a broadcast survey using the advance survey editor.
The survey has a web page and four survey pages.
When you preview the survey you have trouble getting the survey to move between the survey pages. Which item will enable you to navigate the survey as designed?

Select one of the following:

Web Page Links
Next and Submit Buttons
Decision or Case Statements
Survey Template
Redirect URL
Standard Connectors

Explanation

Question 3 of 20

1

Your customer has single Service Level Agreement and applies the Service Level Agreement called Reseller when a contact is a reseller of their services.
These end customers often have their own ticketing system, and in order to capture the reseller's ticket number, the customer has requested that their Ask page be updated to include an External
Ticket Number custom field only when the logged in contact has a Service Level Agreement that only a reseller would have.
Which two widgets or tags are used to complete your customer's request? (Choose two.)

Select one or more of the following:

Use the "FormInput" widget.
Use the "Conditional" tag with an "sla" attribute.
Use the "FormInputCustom" widget.
Use the "FormSubmit" widget.
Use the "Field" tag with the "name" attribute.

Explanation

Question 4 of 20

1

When using standard reports within the Analytics module there is a limit to what can be edited in each report.
Select the two items that are editable on a standard report. (Choose two.)

Select one or more of the following:

Permissions
Graphs
Column Headings
Report Heading
Schedules
Non Selectable Filters

Explanation

Question 5 of 20

1

A customer wants to change the following text on the receipt and ask submit page: "Thanks for submitting your question. Use this reference number for follow up:#120728-000001
A member of our support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it." Which two actions will allow you to identify the correct message base item if you did not know which message base you need to edit? (Choose two.)

Select one or more of the following:

Submit an incident to customer care.
Look for the message in the receipt email body.
Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
Run a message base report and search for the text string you want to change.

Explanation

Question 6 of 20

1

Your customer has two different types of end customers that will be visiting their knowledgebase: free account and paid account.
They would like to present additional content inside the knowledgebase answers for paid account customers.
Choose two items that are required to set up this type of environment. (Choose two.)

Select one or more of the following:

Assign both access levels to the answer access level.
Create a conditional section with the answer and select an access level without interface visibility.
Assign the access level without interface to the answer.
Create an access level without interface visibility.
Create a conditional answer status and assign it to the answers.
Create a conditional section with the answer and select an access level with interface visibility.

Explanation

Question 7 of 20

1

Your customer has a complex workspace that has 60+ tabs, 100+ data fields, and over 200+ rules that are fired based on agent actions for their different business functions.
Your customer has told you that their workspace is painfully slow and the call center agents cannot do their work.
The customer would like to keep using a single profile for all their agents to simplify administration.
You have condensed many of the rules in the workspace into named events to try and speed things up, but on the call center agents' workstations it's still too slow.
Which three options will speed up the agents' workspace? (Choose three.)

Select one or more of the following:

create workspace rules to hide unused tabs when the workspace loads
utilize a single workspace per business function and assign it to the profile
reduce the number of data fields on the workspace
utilize workflow to split the workspace into more than one
reduce the number of tabs that need to be rendered

Explanation

Question 8 of 20

1

An incident needs to be assigned manually to an agent who is not listed on the assignment field menu.
Which three options do you need to verify so that the agent's name is displayed? (Choose three.)

Select one or more of the following:

Check if a business rule is removing the agent's name from the assignment field.
Check if the agent has an active (not disabled) user account.
Verify if a workspace rule is hiding the agent's name from the assignment field menu.
Verify in the agent's profile if the option "Appear in Menus" is selected.
Verify that the agent is part of a distribution list.

Explanation

Question 9 of 20

1

When building an agent script with the pages and page structure as shown below, you need to take an agent from Page 3 to Page 1. There is no navigation menu in the script because you are controlling it with rules.
Which two rule actions can be used to meet this requirement? (Choose two.)

Select one or more of the following:

Page Rule: Go to previous page
Page Rule: Go to certain page
Script Rule: Fire an Exit event
Page Rule: Go to next page
Page Rule: Go to beginning of script
Script Rule: Fire a name event

Explanation

Question 10 of 20

1

Your client wants to measure agent performance based on feedback from their end customers.
If their end customer provides negative feedback, their incident needs to be reopened automatically.
Identify three tasks to fulfill these requirements. (Choose three.)

Select one or more of the following:

Create a broadcast survey.
Schedule a survey to run on a daily basis.
Set an incident business rule to send the survey when an incident is closed.
Create a new queue for unhappy customers.
Create a transactional survey.
Create a report of survey responses.
Assign scores to the survey questions and set the status field based on the values of the responses.

Explanation

Question 11 of 20

1

Your customer has a report that seems to be showing a variety of duplicate records. You checked the filters and they are correct. You checked the database and there are not duplicate records in the database that correspond to the duplicates that the report is showing.
How would you resolve this issue?

Select one of the following:

Add an additional report filter around the field that seems to be duplicating.
Create a Group Filter in the Level menu options.
Create a Level Filter in the Level menu options.
Add a roll-up element to the report.
Add a data slice element to the report.
Select Group Results in the Level menu options

Explanation

Question 12 of 20

1

Your customer has asked you to create a report that shows all incidents opened within the past month. The report should show the following columns:
Which two functions are needed in the expressions to create the three columns? (Choose two.)

Select one or more of the following:

NVL
AVG
IF
DECODE
SUM

Explanation

Question 13 of 20

1

You have been asked to configure an automatic email response to new incidents.
The email should be sent whenever an Incident is submitted with a category of "credit" and it should send a personalized credit letter to the customer.
Identify three items that are needed to support this requirement. (Choose three.)

Select one or more of the following:

Send Receipt Email.
Append Response Template to Notes Field.
Send Email Response to Sender.
Create a credit letter in Standard Text that uses variables for name and address.
Escalate to Level Credit.
Email Incident Information.
Append Response Template to Response Field.

Explanation

Question 14 of 20

1

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.)

Select one or more of the following:

Google Plus Comments
Instagram Comments
Facebook Public Personal Page Comments
Twitter Public Comments
YouTube Comments
Twitter Private Messages
Facebook Fan Page Comments

Explanation

Question 15 of 20

1

Your customer ships packages directly to customers using a trackable shipping method.
When an order is shipped, a tracking number is saved in an incident custom field.
In order to quickly respond to customers' questions about shipping status, your customer has requested that a hyperlink control be available on the incident workspace that will load the tracking details of the package associated with the incident when clicked.
The custom field details are below:
-Name:TrackingID
-Data Type: Text Field
- Usage: Plain Text
- Default Value: Null
- Size of Field: 13
- Column Name: tracking_id
- Custom Field ID: 87
The URL your customer has provided for tracking is https://widgetshippers.com/trackyourpackage?id Of the available options, select the one that satisfies your customer's request.

Select one of the following:

https://widgetshippers.com/trackyourpackage?id=$p_icf_87
https://widgetshippers.com/trackyourpackage?id=incidents.c$tracking_id
https://widgetshippers.com/trackyourpackage?id=c$tracking_id
https://widgetshippers.com/trackyourpackage:id=incidents.c$tracking_id
https://widgetshippers.com/trackyourpackage?id=$icf_c$tracking_id

Explanation

Question 16 of 20

1

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.

Select one or more of the following:

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

Explanation

Question 17 of 20

1

Your customer has a special business process where their agents will put incidents into a waiting status for a period of one week on a regular basis.
Your customer would like these incidents to remain in the waiting status until the agent has finished researching the incident(s).
Your customer does not want these incidents to close until 7 calendar days have passed.
Which configuration setting needs to be modified from its default value in order to prevent the system from closing the waiting incident automatically?

Select one of the following:

PURGE_DELETE_INCIDENTS
DORMANT_INCIDENTS
CI_WAITING_CALC_DAYS
CI_HOURS
MYQ_REOPEN_DEADLINE

Explanation

Question 18 of 20

1

You have set up a business rule auto response with standard text to send an email to customers when they select specific categories while asking a question on the customer portal page.
When you activate the new business rule, your standard text for the email starts showing up with the
Smart Assistant responses on the customer portal when a customer is submitting a question.
How do you resolve this?

Select one of the following:

Update the business rule that sends the auto response to "If Incidents.category not equal Smart Assistant."
Change the business rule that creates the Smart Assistant Response to "If Incident.Source equals Ask a Question."
Change the business rule that creates the auto response to "If Incident.Source equals Ask a Question."
Change the business rule that creates the auto response to "If incident.source equals Ask a Question or Incident.Source equals Smart Assistant on Ask a Question."
Change the business rule that creates the Smart Assistant Response to "If Incident.Source equals Smart Assistant on Ask a Question."

Explanation

Question 19 of 20

1

Your customer would like supervisors to use a Multi-Edit workspace when updating incidents for their agents.
Which four fields are available for edit on the incident Multi-Edit workspace? (Choose four.)

Select one or more of the following:

Assigned
Queue
Organization
Channel
Email Address
Post code
Language

Explanation

Question 20 of 20

1

View the exhibit.
Your customer has "Gold" level SLAs being applied to certain organizations according to organization rules.
After six months, the business decides to change the response time: instead of responding in 24 hours your agents need to respond within eight business hours.
You modify the "Gold" SLA to reflect this change but you notice that the SLA reports are still using a 24-hour response time.
Which statement is correct?

Select one of the following:

You have not activated the rules so the updated SLAs are not being applied.
Your site has been corrupted with the "Gold" SLA.
Updating the SLA will not automatically update the organization's SLA instance.
The SLA reports will need to be modified to use the new SLA.

	Created by Aicha sassi over 6 years ago

Quiz on Test-CX-03, created by Aicha sassi on 26/01/2018.

Question 1 of 20

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.)

Select one or more of the following:

Explanation

Question 2 of 20

You created a broadcast survey using the advance survey editor. The survey has a web page and four survey pages. When you preview the survey you have trouble getting the survey to move between the survey pages. Which item will enable you to navigate the survey as designed?

Select one of the following:

Explanation

Question 3 of 20

Select one or more of the following:

Explanation

Question 4 of 20

When using standard reports within the Analytics module there is a limit to what can be edited in each report. Select the two items that are editable on a standard report. (Choose two.)

Select one or more of the following:

Explanation

Question 5 of 20

Select one or more of the following:

Explanation

Question 6 of 20

Select one or more of the following:

Explanation

Question 7 of 20

Select one or more of the following:

Explanation

Question 8 of 20

An incident needs to be assigned manually to an agent who is not listed on the assignment field menu. Which three options do you need to verify so that the agent's name is displayed? (Choose three.)

Select one or more of the following:

Explanation

Question 9 of 20

When building an agent script with the pages and page structure as shown below, you need to take an agent from Page 3 to Page 1. There is no navigation menu in the script because you are controlling it with rules. Which two rule actions can be used to meet this requirement? (Choose two.)

Select one or more of the following:

Explanation

Question 10 of 20

Your client wants to measure agent performance based on feedback from their end customers. If their end customer provides negative feedback, their incident needs to be reopened automatically. Identify three tasks to fulfill these requirements. (Choose three.)

Select one or more of the following:

Explanation

Question 11 of 20

Select one of the following:

Explanation

Question 12 of 20

Your customer has asked you to create a report that shows all incidents opened within the past month. The report should show the following columns: Which two functions are needed in the expressions to create the three columns? (Choose two.)

Select one or more of the following:

Explanation

Question 13 of 20

Select one or more of the following:

Explanation

Question 14 of 20

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.)

Select one or more of the following:

Explanation

Question 15 of 20

Select one of the following:

Explanation

Question 16 of 20

Select one or more of the following:

Explanation

Question 17 of 20

Select one of the following:

Explanation

Question 18 of 20

Select one of the following:

Explanation

Question 19 of 20

Your customer would like supervisors to use a Multi-Edit workspace when updating incidents for their agents. Which four fields are available for edit on the incident Multi-Edit workspace? (Choose four.)

Select one or more of the following:

Explanation

Question 20 of 20

Select one of the following:

Explanation

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.)

You created a broadcast survey using the advance survey editor.
The survey has a web page and four survey pages.
When you preview the survey you have trouble getting the survey to move between the survey pages. Which item will enable you to navigate the survey as designed?

When using standard reports within the Analytics module there is a limit to what can be edited in each report.
Select the two items that are editable on a standard report. (Choose two.)

An incident needs to be assigned manually to an agent who is not listed on the assignment field menu.
Which three options do you need to verify so that the agent's name is displayed? (Choose three.)

When building an agent script with the pages and page structure as shown below, you need to take an agent from Page 3 to Page 1. There is no navigation menu in the script because you are controlling it with rules.
Which two rule actions can be used to meet this requirement? (Choose two.)

Your client wants to measure agent performance based on feedback from their end customers.
If their end customer provides negative feedback, their incident needs to be reopened automatically.
Identify three tasks to fulfill these requirements. (Choose three.)

Your customer has asked you to create a report that shows all incidents opened within the past month. The report should show the following columns:
Which two functions are needed in the expressions to create the three columns? (Choose two.)

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.)

Your customer would like supervisors to use a Multi-Edit workspace when updating incidents for their agents.
Which four fields are available for edit on the incident Multi-Edit workspace? (Choose four.)