Test-CX-04

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

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.)

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.)

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.)

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

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

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.)

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.)

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 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.)

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.)

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?

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?

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.)

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.

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

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.)