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

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.

Your customer would like to run incident report 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 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.

Referring to custom fields in the system, identify the column identifier that indicates it is a custom field

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

Within the password configuration settings what does the grace period control?

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

Your customer would like some changes to be made in the incident workspace. Which three changes can be made by using workspace functionality?

Your customer has five active agents, one agent profile, three products, and three incident queues (queue1, queue2, and queue3). Their incidents are directed to each queue based on their three products. Each product is assigned a unique queue. The priority of queue to be worked are queue 1, queue2, and queue3. Identify which two items will solve this problem.

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

Your customer would like to have the default search report (Answers – Complex Expression Search Default) on their customer portal page altered with the following requirements. - They want the New and Update tags to be displayed for only 7 days. - They want to display the Answer’s score. Identify the two options that will enable you to complete the requirements.

Which two statements are true about the Oracle RightNow CX Cloud Service Application button?

Your customer has “Gold” level SLAs being applied to organization automatically with an organization rule. After six months the business decides to reduce the turnaround time for the response. Instead of responding in 24 hours yours agents need to respond to the end customers within the business hours. You modify the Gold SLA to reflect this change but you notice that the SLA reports are still using a 24 hours response time. Which statement is correct?

Your customer would like you to alter the content and format of the emails that are sent to their end customers when response is sent. Which three of your customer's requirements can be fulfilled through the use of interface configuration?

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

Your customer was reviewing published answers in their knowledgebase. They noticed that several of the answers had irrelevant answers listed in the “Answers other found helpful” section of the answer detail page. What step is required to eliminate the individual irrelevant answers?

Your customer has created a new script and has deployed it to the agents in their call center within their incident workflow. They have noticed an issue that all of their agents cannot end the script of the places that were designed to. Identity the two reasons for this.

Your customer is going to have three brand-related incident queues. They need to do an order routing of incidents created through an email channel to different queues. Identify the correct options to configure your routing rules for initial routing.

Your manager asks you to create a report that shows every Staff Account and how many open incidents have been assigned to them. Which report definition meets this criteria?

Your customer has two different types of end customers that will be visiting their knowledgebase website. The types are “public customers” and “registered customers”. They would like to present additional knowledgebase answers to the registered customers. Choose the two statements required to set up this type of environment.