Oracle RightNow Cloud Service 2016 Implementation Essentials

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.)

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

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.

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 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.)

An agent has mistakenly closed their quick search menu and it is no longer displayed on their desktop.

Which two paths are required to display the quick search navigation again? (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:

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.

You are working with multiple interfaces.

Which four objects/items are shared across interfaces? (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.)

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.)