Patch Lopez
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Consultoría Quiz on Test OSvC, created by Patch Lopez on 24/10/2019.

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Test OSvC

Question 1 of 42

1

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.)

Select one or more of the following:

  • A. Wrap Up Time.

  • B. Prompt the agent to enter wrap up mode.

  • C. Set Absent Interval for how long to wait without a response.

  • D. Set the queue wait time interval.

  • E. Create/associate related incident at the beginning of chat.

  • F. Set Status to Solved for incidents created automatcally.

  • G. Set the Warning time for when to notfy an agent when a response is received.

Explanation

Question 2 of 42

1

Your customer wants to set CI_HOURS to 720 but they don't want to notfy customers when the incident status automatcally changes.

Which Contact Email Message should be turned off?

Select one or more of the following:

  • A. Incident Solved

  • F. Rule Email

  • E. Question Receipt

  • D. Incident Unresolved

  • C. Incident Closed

  • B. Incident Waiting

Explanation

Question 3 of 42

1

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.)

Select one or more of the following:

  • F. Twiter Private Messages

  • A. Google Plus Comments

  • B. Instagram Comments

  • C. Facebook Public Personal Page Comments

  • D. Twiter Public Comments

  • E. YouTube Comments

  • G. Facebook Fan Page Comments

Explanation

Question 4 of 42

1

Your customer wants agents to respond to specifc product questions in a uniform manner.

They interact with their customers through the customer portal, chat, and email. Some of the responses can be automated, so you set these responses as standard text.
Which three standard text types can you use? (Choose three.)

Select one or more of the following:

  • A. Category Text

  • H. End User Text

  • G. Rule Text

  • F. Answer Text

  • E. Product Text

  • D. Chat Text

  • C. Incident Text

  • B. Chat URL

Explanation

Question 5 of 42

1

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 lef the company.

Your customer reuses licenses after stafff members leave the company and will need to continue that practice.
Your customer is not sure what they need to do to keep from deletng data for agents that have left the company.
Identify which option would allow your customer to administer the stafff accounts to enable the reportng abilites they require.

Select one or more of the following:

  • A. Disabled from Assignment

  • E. Reassign the old incidents to another staff account called Former Employee.

  • D. Do not disable, but lock the staff account.

  • C. Permanently Disabled

  • B. Disabled from Assignment and Report Filters

Explanation

Question 6 of 42

1

Your customer has а 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.)

Select one or more of the following:

  • A. Use the “FormInput” widget.

  • E. Use the “Field” tag with the “name” atribute.

  • D. Use the “FormSubmit” widget.

  • C. Use the “FormInputCustom” widget.

  • B. Use the “Conditonal” tag with an “sla” atribute.

Explanation

Question 7 of 42

1

A customer wants to change the following text on the receipt and ask submit page:

“Thanks for submitng 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.)

Select one or more of the following:

  • A. Submit an incident to customer care.

  • D. Run a message base report and search for the text string you want to change.

  • C. Identify the customer portal page that includes the text you want to change and identify the message base from within the code.

  • B. Look for the message in the receipt email body.

Explanation

Question 8 of 42

1

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?

Select one or more of the following:

  • A. Update the business rule that sends the auto response to “If Incidents.category not equal Smart Assistant.”

  • E. Change the business rule that creates the Smart Assistant Response to “If Incident.Source equals Smart Assistant on 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.”

  • C. Change the business rule that creates the auto response to “If Incident.Source equals Ask a Question.”

  • B. Change the business rule that creates the Smart Assistant Response to “If Incident.Source equals Ask a Question.”

Explanation

Question 9 of 42

1

Which three actions must be performed to be able to configure Social Monitor? (Choose three.)

Select one or more of the following:

  • F. Add or update navigation sets to include the Social Monitor navigation button and component.

  • A. Set up a Social Monitor search schedule.

  • B. Add or update a list of favorites.

  • C. Add or update stafff accounts to use profiles that include Social Monitor permissions.

  • D. Add or update profiles to include permission to add Themes and Clustering.

  • E. Add or update profiles to include Social Monitor permissions.

Explanation

Question 10 of 42

1

After an implementaton of a Chinese knowledge base, your customer notices there are some search terms that are not found when searching through the knowledgebase under any use case.

You have verified that there are answers for the search terms being searched, but you also verify that answers are not being returned correctly.
Identify the configuration change you would make to mitgate this problem.

Select one or more of the following:

  • C. Create hidden div tags inside the answer's question section to promote the matching of a given target search term that isn't being matched.

  • E. Create alias and thesaurus entries with the correct target search terms.

  • D. Create entries for the word and its syntax in the dictionary file.

  • A. Update answer keywords

  • B. Verify that all sections of the target answer(s) contain the search terms you're looking for.

Explanation

Question 11 of 42

1

Your client wants to bring all contact records from the old system into Oracle Service Cloud.

Every time a contact record is created, an email message is sent to notify this contact that a new account was created for them. The contacts do not want these notifications.
Because you are about to load a large number of contact records, which requirement is essental to prevent emails from being sent?

Select one or more of the following:

  • A. A message template must be created to alert the user about this registration process.

  • D. Fake email addresses need to be placed instead of the correct one.

  • C. A new, temporary, business rule needs to be created to prevent the emails from being sent.

  • B. The message template “Finish Account Creation” must be switched off before the contacts are loaded.

Explanation

Question 12 of 42

1

Select two true statements about chat. (Choose two.)

Select one or more of the following:

  • D. Variables cannot be used.

  • A. Before you can delete a chat session queue that is used in a business rule, you must first edit the rules so they no longer use the queue.

  • B. A guided assistance control is not available in a custom chat workspace.

  • C. To maintain all chat records, change the agedatabase setting CHATS_PURGE_DAYS to 0.

  • E. If the transfer option is enabled, a chat can be transferred to a queue or another agent.

Explanation

Question 13 of 42

1

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 additonal content inside the knowledgebase answers for paid account customers.
Choose two items that are required to set up this type of environment. (Choose two.)

Select one or more of the following:

  • A. Assign both access levels to the answer access level.

  • B. Create a conditonal section with the answer and select an access level without interface visibility.

  • F. Create a conditonal section with the answer and select an access level with interface visibility.

  • E. Create a conditonal answer status and assign it to the answers.

  • D. Create an access level without interface visibility.

  • C. Assign the access level without interface to the answer.

Explanation

Question 14 of 42

1

Some chat agents need more time between chats. What are three ways to accomplish thiss (Choose three.)

Select one or more of the following:

  • A. Agent adjusts Stagger Incoming Chats (Seconds) in Options Communicaton Center.

    B. Administrator increases the wrap up time.
    C. Agents increases Max Chat sessions.
    D. Administrator sets chat workspace to close automatcally after chat terminates.
    A. Agent adjusts Stagger Incoming Chats (Seconds) in Options Communicaton Center.

  • E. Agent declines a chat offered.

  • D. Administrator sets chat workspace to close automatcally after chat terminates.

  • C. Agents increases Max Chat sessions.

  • B. Administrator increases the wrap up time.

Explanation

Question 15 of 42

1

You are working with multiple interfaces.

Which four objects/items are shared across interfacess (Choose four.)

Select one or more of the following:

  • A. Configuration Settings

  • C. Navigaton Sets

  • B. Staff Accounts

  • Profiles

  • Workspaces

  • Reports

  • Custom Objects

  • Business Rules

Explanation

Question 16 of 42

1

Your customer has a number of custom fields that are no longer in use and would like to repurpose them for a new initiative.

Which set of custom field properties can you change as part of the repurpose work?

Select one or more of the following:

  • A. Column Name / Index / Interface Visibility / Notes

  • End-User Visibility / Data Type / Notes

  • Index / Size of Field / Hint / End-User Visibility

  • Label / Column Name / Data Type / Default Value

  • Column Name / Default Value / Hint / Notes

Explanation

Question 17 of 42

1

Your customer wants you to separate their contact records by departiment.

You determine that to enable this functionality, you need to implement a new custom field, and that the field will need to be available to agents to enter and maintain the values.
Select the four steps to accomplish this. (Choose four.)

Select one or more of the following:

  • A. Create a navigation set that includes the “departiment” custom field.

  • F. Add a name and a column name for the new custom field.

  • E. Create a “departiment” custom field in the contact table.

  • D. Update the Contact Workspace with the new “departiment” custom field.

  • C. Set the custom field data type to Text Field.

  • B. Create a “departiment” custom field in the incident table.

Explanation

Question 18 of 42

1

Your customer was reviewing published answers in their knowledgebase.

They notced that several of the answers had irrelevant answers listed in the “Answers others found helpful” section of the answer detail page.
What step is required to eliminate the individual irrelevant answerss

Select one or more of the following:

  • A. Block the irrelevant answers from Learned Links.

  • D. Delete the irrelevant answers from Sibling Answers.

  • C. Remove the irrelevant answers from manually related answers.

  • B. Remove the related answers widget from the Customer Portal page.

Explanation

Question 19 of 42

1

Your customer has decided to enable an existing Custom Object to be used by the new “Tech Support” profile.

Which two options outline the steps that will enable the “Tech Support” profile to utlize the custom objects (Choose two.)

Select one or more of the following:

  • A. Update profile permissions/deploy custom object/add to workspace

  • E. Update custom object permissions/add to workspace

  • D. Update profile permissions/add to workspace

  • C. Update custom object permissions/deploy custom object/add to workspace

  • B. Update custom object permissions/update profile permissions/deploy custom object

Explanation

Question 20 of 42

1

An agent starts a chat conference. What must the agent do to leave the conference open between the customer and a second agent?

Select one or more of the following:

  • A. The original agent can exit the chat as soon as the new agent accepts the conference.

  • D. The original agent cannot leave the conference without closing the chat.

  • C. The original agent must transfer the lead role.

  • B. The customer must agree to new agent.

Explanation

Question 21 of 42

1

Which two special characters can be used as wildcard values when searching for Key values in the configuration settingss (Choose two.)

Select one or more of the following:

  • ^

  • *

  • &

  • %

  • $

  • #

  • !

  • @

Explanation

Question 22 of 42

1

Your client decides not to use Groups when setting up staff accounts.

You are positive that groups should be set up. Therefore, you need to explain the advantages to your client.
Select two advantages of setting up groups. (Choose two.)

Select one or more of the following:

  • A. routing incidents to groups with business rules

  • D. deactivating staff groups

  • C. displaying group performance with analytics reports

  • B. assigning incident queues to a Group

Explanation

Question 23 of 42

1

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.)

Select one or more of the following:

  • A. Set the Pull Policy to manual.

  • F. Create a rule to set an SLA.

  • E. Create incident rules so that contacts with the VIP field set to 'Yes' are routed to the VIP queue.

  • D. Move the VIP queue to the top of the queue list.

  • C. Add the VIP queue to the profile of the agents that are taking chats.

  • В. Create chat rules so that contacts with the VIP field set to 'Yes' are routed to the VIP queue.

Explanation

Question 24 of 42

1

You are asked to identify how a question has been scored upon a search result.

While researching the question, you identified possible answer atributes to review.
Identify three items that afect the score of the answer and, therefore, should be reviewed. (Choose three.)

Select one or more of the following:

  • Summary

  • Categories

  • Status

  • Question

  • Access Level

Explanation

Question 25 of 42

1

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.)

Select one or more of the following:

  • A. The agent does a mult-edit update for all incidents in their inbox and changes the assigned field to null.

  • D. Create a workspace rule that sets the Assigned field to null when an agent logs out.

  • 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.

  • B. The agent reassigns each incident to another agent before they log off.

Explanation

Question 26 of 42

1

Your customer has two types of end customers that will be visiting their knowledgebase website:

public customers and registered customers.
They would like to present additonal knowledgebase answers to the registered customers. Choose the three statements required to set up this type of environment. (Choose three.)

Select one or more of the following:

  • A. Create a special public answer status for the registered customer answers.

  • F. Ensure each registered Customer has the correct service level with this access level assigned to their account.

  • E. Set up an access level without customer visibility and assign it to all the customer answers.

  • D. Create special Products and Categories for the registered customer answers.

  • C. Set up an access level without customer visibility and assign it to the registered customer answers.

  • B. Ensure registered customers sign in to the knowledgebase website.

Explanation

Question 27 of 42

1

You want to find all Message Base entries that include the two words “create” and “incident.” Which is the correct format for your search in the KEY fields

Select one or more of the following:

  • %create% | %incident%

  • %create%incident%

  • %create% & %incident%

  • %create incident%

  • create%incident

Explanation

Question 28 of 42

1

Your customer would like a report that details out the response and resolution times of all their agents.

Select the five steps that will configure the system to meet your customer's reporting requirements. (Choose five.)

Select one or more of the following:

  • A. Set the Response Time Variable to 1440 minutes in Variables.

  • H. Select the Holidays Observed in Response Requirements.

  • G. Set the Response Time to 5 minutes in Response Requirements.

  • F. Edit the incident reports to include their Response Requirements.

  • E. Set the working hours Service Intervals in Response Requirements.

  • D. Set the Resolution Time to 1440 minutes in Response Requirements.

  • C. Add National Holidays to the system in Holidays.

  • B. Set the Response Time Variable to 5 minutes in Variables.

Explanation

Question 29 of 42

1

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”:
Mouth
Jaw
Cheek
Jowl
Chin
Oral
Palate
The customer requires the following:
You decide to use a regular expression to search for these words in all incoming emails. ^mouth[,|.|'|"|;|:| |!|s|&]|\ jaw[,|.|'|"|;|:| |!|s|&]|\ cheek[,|.|'|"|;|:| |!|s|&]|\ jowl[,|.|'|"|;|:| |!|s|&] |\ chin$[,|.|'|"|;|:| |!|s|&]|\ oral[,|.|'|"|;|:| |!|s|&]|\ palate[,|.|'|"|;|:| |!|s|&] Identify the three words that will be correctly matched to this regular expression. (Choose three.)

Select one or more of the following:

  • Chin

  • Palate

  • Oral

  • Jowl

  • Cheek

  • Mouth

  • Jaw

Explanation

Question 30 of 42

1

In which two sections of the Customer Portal is the Guided Assistance widget available for end customers? (Chose two)

Select one or more of the following:

  • The answers detail page

  • They are only available when using smart assistant.

  • The popular answers list page

  • Any page the customer wants it placed

  • The answers list page only

  • Ask a Question

Explanation

Question 31 of 42

1

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 htps://widgetshippers.com/trackyourpackage?id=
Of the available options, select the one that satsfes your customer's request.

Select one or more of the following:

  • htps://widgetshippers.com/trackyourpackagesidd$p_icf_87

  • htps://widgetshippers.com/trackyourpackagesidd$icf_c$tracking_id

  • htps://widgetshippers.com/trackyourpackage:iddincidents.c$tracking_id

  • htps://widgetshippers.com/trackyourpackagesiddc$tracking_id

  • htps://widgetshippers.com/trackyourpackagesiddincidents.c$tracking_id

Explanation

Question 32 of 42

1

When an incident is opened, your customer would like to have diferent incident workspaces open based on the six products that can be selected when an incident is submited from the Ask A Question customer portal page.

When designing the workflow used to complete this requirement, which three elements are necessary? (Choose three.)

Select one or more of the following:

  • Decision

  • Workspace

  • Set Fields

  • Entry Point

  • Load

Explanation

Question 33 of 42

1

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

Select one or more of the following:

  • A. It simplifies reporting on answers and incidents products and categories.

  • D. It allows filtering of category, based on the product selected on incident workspaces.

  • C. It allows filtering of category, based on the product selected on customer portal pages.

  • B. It allows filtered product and category lists when creating answers.

Explanation

Question 34 of 42

1

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 afer 15 minutes. Which two steps must be performed to configure this? (Choose two.)

Select one or more of the following:

  • A. Set the Session Timeout field to 3600.

  • Set the CLIENT_SESSION_EXP field to 60.

  • Set the SESSION_MANAGEMENT_ENABLED Configuration Setting to Disabled.

  • Set the SESSION_MANAGEMENT_ENABLED Configuration Setting to Enabled.

  • C. Set the Session Timeout field to 60.

  • B. Set the Session Timeout field to null.

Explanation

Question 35 of 42

1

Your customer supports three diferent brands and needs to be able to send and receive emails using diferently 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.)

Select one or more of the following:

  • A. Use the custhelp.com email address as the Reply To address.

  • E. Use your customer's branded email address as the Reply To address.

  • D. Use the Friendly From/ Branded Address.

  • C. Use SMTP Forwarding from your customer's mail server to the default service mailbox.

  • B. Create three service mailboxes on the console, and use SMTP forwarding from your customer's mail server.

Explanation

Question 36 of 42

1

Your customer wants to send out a post incident survey using a business rule. Which two options would prevent them from completing their rules (Choose two.)

Select one or more of the following:

  • A. The rule contained a Send Email Response to Sender action within the Then statement.

  • E. The rule was created in a function state as opposed to a normal rule state.

  • D. The “IF” conditon secton includes a check of the previous status.

  • B. No transactional survey has been created, so the “Send Transaction Survey” action is not available.

  • C. A “Transiton State” action was added in the rule before the “Send Transaction Survey” was added so the action button is no longer available.

Explanation

Question 37 of 42

1

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

Select one or more of the following:

  • A. Ensure all alternate text is unused.

  • F. Ensure color alone is not used to convey content

  • E. Support increased text sizes.

  • D. Avoid background sound.

  • C. Ensure no underlined content exists.

  • B. Provide multiple methods for finding content.

Explanation

Question 38 of 42

1

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

Select one or more of the following:

  • A. SLA Instance

  • Source

  • Disposition

  • Severity

  • B. Response Message

Explanation

Question 39 of 42

1

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.)

Select one or more of the following:

  • Permissions

  • Non Selectable Filters

  • Schedules

  • Report Heading

  • Column Headings

  • Graphs

Explanation

Question 40 of 42

1

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. (Choose two.)

Select one or more of the following:

  • A. Use the category field to Identify the customer's incident type of help, and an incident custom field to Identify the services.

  • D. Use the product field to Identify the services and the dispositon field to Identify the customer's incident type of help.

  • C. Use the product field to Identify the services and the category field to Identify the customer's incident type of help.

  • B. Use the product field to Identify the services and an incident custom field to Identify the customer's incident type of help.

Explanation

Question 41 of 42

1

During requirements gathering, your customer determines that since they will be directing customers to the support pages from their website, they would like the default Home page to be removed.

Which three of the available options are required to complete this requirement? (Choose three.)

Select one or more of the following:

  • Update the confg verb CP_HOME_URL.

  • Update the site.css fle to remove references to the Home page.

  • Remove the “Home page” navigaton option from the template fle.

  • Delete the home.php fle from the customer portal site.

  • Update the confg verb CP_LOGIN_URL.

Explanation

Question 42 of 42

1

Your customer had previously allowed their end customers to be able to submit incidents only via an email mailbox into Outlook.

Now that they are deploying Customer Portal, they still need to allow emails to be submited and have an incident created.
What two items must be enabled to meet this requirement? (Choose two.)

Select one or more of the following:

  • EGW_SAVE_EMAIL_HEADERS

  • EGW_AUTO_CONT_CREATE

  • EGW_ENABLED

  • EGW_UPDATE_BY_CREATE

  • EGW_SECURE_UPDATE_ENABLED

Explanation

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