Test-CX-03

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?

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.)

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.)

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.)

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.)

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.)

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 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?

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.)

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.)

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 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.

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.

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?

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?

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.)

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?