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.)

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 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.)

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.)