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1Z0-325 Oracle RightNow Cloud Service 2016 Implementation Essentials

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Oracle · 1Z0-325

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Question 1

Single choice

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?

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

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Correct answerA

Question 2

Multiple choice

You are building an agent's Incident Script for your customer and they want to chain scripts together within a workflow.

Which three features/functions will be carried over from one script and made available inside the next script? (Choose three.)

A
Contact Fields
B
Page Rules
C
Incident Fields
D
Fired Name Events
E
Custom Fields
F
the ability to use the Beginning button to go to the start of the first script
G
answers to a radio button control

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Correct answersA, C, E

Question 3

Multiple choice

Your customer wants to search and reply to comments made on their company's "Fan page."

Which two items are required to accomplish this? (Choose two.)

A
an email agent enabled on the Social Monitoring profile
B
Self Service for Facebook enabled and deployed
C
a Company Fan page on Facebook
D
a "Facebook Channel" created and assigned to a profile
E
a personal Facebook page

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Correct answersA, D

Question 4

Multiple choice

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.)

A
After the product has been set in the workspace, open up the applicable tab automatically for the agent to view.
B
Create tabs for each product linking to the product information page on the customer's website.
C
Capture the Last and First names from the email text and map them to contacts.last_name and
contacts.first_name fields.
D
Capture the "Product" field from the email and populate the product in the incidents.prod_id field.
E
Create a tab with "Risk Management" data consisting of custom fields and custom object data, and hide it from all standard agents.

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Correct answersA, B, D

Question 5

Multiple choice

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.)

A
Assigned. Queue
B
Organization
C
Channel
D
Email Address
E
Post code
F
Language

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Correct answersB, C, D, F

Question 6

Multiple choice

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.)

A
Connector Events
B
Decision Object
C
Named Event
D
Connector Condition
E
Set Field

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Correct answersA, C

Question 7

Single choice

An agent starts a chat conference.

What must the agent do to leave the conference open between the customer and a second agent?

A
The original agent can exit the chat as soon as the new agent accepts the conference.
B
The customer must agree to new agent.
C
The original agent must transfer the lead role.
D
The original agent cannot leave the conference without closing the chat.

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Correct answerC

Question 8

Multiple choice

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.)

A
Set the Session Timeout field to 3600.
B
Set the Session Timeout field to null.
C
Set the Session Timeout field to 60.
D
Set the SESSION_MANAGEMENT_ENABLED Configuration Setting to Enabled.
E
Set the SESSION_MANAGEMENT_ENABLED Configuration Setting to Disabled.
F
Set the CLIENT_SESSION_EXP field to 60.

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Correct answersA, D

Question 9

Multiple choice

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.)

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

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Correct answersC, F, G

Question 10

Multiple choice

Your customer runs a 24/7 call center and has a policy stating that incidents that aren't solved by the end of an agent's shift should be moved out of that agent's inbox to be worked by another active agent.

Which two actions will accomplish this? (Choose two.)

A
The agent does a multi-edit update for all incidents in their inbox and changes the assigned field to null.
B
The agent reassigns each incident to another agent before they log off.
C
Add a business rule that when an agent logs out, the Assigned field should be set to null for any unresolved incidents for that agent.
D
Create a workspace rule that sets the Assigned field to null when an agent logs out.

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Correct answersB, C

Question 11

Single choice

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?

A
Update the business rule that sends the auto response to "If Incidents.category not equal Smart Assistant."
B
Change the business rule that creates the Smart Assistant Response to "If Incident.Source equals Ask a Question."
C
Change the business rule that creates the auto response to "If Incident.Source equals Ask a Question."
D
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."
E
Change the business rule that creates the Smart Assistant Response to "If Incident.Source equals Smart Assistant on Ask a Question."

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Correct answerA

Question 12

Multiple choice

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

A
It simplifies reporting on answers and incidents products and categories.
B
It allows filtered product and category lists when creating answers.
C
It allows filtering of category, based on the product selected on customer portal pages.
D
It allows filtering of category, based on the product selected on incident workspaces.

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Correct answersB, D

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2	Multiple choice	9

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Oracle RightNow Cloud Service 2016 Implementation Essentials

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