Quiz
Test-CX-04
Questions in this quiz (20)
1Select two statements that describe reasons why you would link products to categories.
(Choose two.)- AIt simplifies reporting on answers and incidents products and categories.
- BIt allows filtered product and category lists when creating answers.
- CIt allows filtering of category, based on the product selected on customer portal pages.
- DIt allows filtering of category, based on the product selected on incident workspaces.
2Your 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.)- AUse the custhelp.com email address as the Reply To address
- BCreate three service mailboxes on the console, and use SMTP forwarding from your customer's mail server.
- CUse SMTP Forwarding from your customer's mail server to the default service mailbox.
- DUse the Friendly From/ Branded Address.
- EUse your customer's branded email address as the Reply To address
3Your 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.)- AConnector Events
- BDecision Object
- CNamed Event
- DConnector Condition
- ESet Field
4Your 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.)- ASet the Session Timeout field to 3600.
- BSet the Session Timeout field to null.
- CSet the Session Timeout field to 60.
- DSet the SESSION_MANAGEMENT_ENABLED Configuration Setting to Enabled.
- ESet the SESSION_MANAGEMENT_ENABLED Configuration Setting to Disabled.
- FSet the CLIENT_SESSION_EXP field to 60.
5You 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.)- AEach agent's profile will determine which workflow(s) are available to them.
- BAll text must be scanned for negative Smart Sense scores and routed accordingly to the correct agent group's queue.
- CIncidents received from Ask a Question must be checked for any custom field data
- DThe workflow must be performed without prompting from the agent.
6Which incident field is designed to be used by your customer to standardize tracking of how incidents are resolved?
- ASLA Instance
- BResponse Message
- CSeverity
- DDisposition
- ESource
7Identify the seven data types that are available as custom fields. (Choose seven.)
- AMulti Select Menu
- BFloat
- CMenu
- DText Field
- EDate/Time
- FCurrency
- GDate Field
- HText Area
- IInteger
- JYes/No
8You 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.)- AUpdate the workspace for Opportunities.
- BAdd a workspace for the Salesman Custom Object
- CAdd a custom report display Custom Object details
- DCustom Objects Tab: Select the Read check box for Package Name "CO" and Object Name "Salesman".
- EContacts Tab: Select the Edit check box for Sales.
- FCustom Objects Tab: Select the Update check box for Package Name "CO" and Object Name "Salesman
- GSales Tab: Select the Edit check box for Opportunities
9Question 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.)- ACreate a guide that takes the agent step by step to the relevant answers that the agent needs for a product return.
- BAdd the guide to an answer in the answer workspace.
- CAdd a workspace rule that has a trigger for when a Guide is Finished.
- DAdd an Answer Display Control to the incident workspace.
- EAdd a Guided Assistance Control to the incident workspace.
- FCreate a workspace rule that invokes a guide based on "a field has a certain value."
- GCreate a business rule that starts a guide.
10Your 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.)- ASet the Pull Policy to manual.
- BCreate chat rules so that contacts with the VIP field set to 'Yes' are routed to the VIP queue.
- CAdd the VIP queue to the profile of the agents that are taking chats.
- DMove the VIP queue to the top of the queue list.
- ECreate incident rules so that contacts with the VIP field set to 'Yes' are routed to the VIP queue.
- FCreate a rule to set an SLA.
11Your 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.)- AThe client has not refreshed the incident in the incident workspace.
- BThe incident workspace does not have a filter workspace rule assigned.
- CYour customer's agents must log out and log back in
- DThe Auto-Build product-disposition links is not selected.
- EThe enable product-disposition linking is not selected
12Your 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.)- AChin
- BJaw
- CMouth
- DCheek
- EJowl
- FOral
- GPalate
13Your 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.)- Aadding values to the Score field in the Survey Questions
- Bensuring the survey questions are included in the "Chat Survey Score" report
- Cupdating the filters in the report
- Dchanging the survey questions to a Matrix type
- Echanging the format of the Average Score
14Your 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.)- ASolved
- BUnresolved
- CWaiting
- DUpdated
15Your customer has performed a search on the knowledgebase and has stated that they are getting strange results. Every time they search for the word "widget" the correct answer appears as the 10th answer on the search results and not at the top of the first page.
How can you increase the value of the word "widget" in the knowledgebase search results?- ASet the display position to "Place at top."
- BAssign all products and categories to the knowledgebase answer.
- CSet the display position to "Fix at top."
- DAdd the search term to the keyword field of the knowledgebase answer
16You want to implement a privileged list of answers on the customer portal but answers with the Access Level you have created are showing up for all customers.
What change can you make with the Answer Access Level shown to make it function correctly?
- AThere are too many access levels. One of those needs to be removed.
- BThe access level being created should not have the "Visible" check box selected.
- CNothing is wrong with the configuration set on the picture, so no changes are needed.
- DOnly the label of the access level needs to be inserted and then saved.
17Your 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.)- AAfter the product has been set in the workspace, open up the applicable tab automatically for the agent to view.
- BCreate tabs for each product linking to the product information page on the customer's website
- CCapture the Last and First names from the email text and map them to contacts.last_name and contacts.first_name fields.
- DCapture the "Product" field from the email and populate the product in the incidents.prod_id field.
- ECreate a tab with "Risk Management" data consisting of custom fields and custom object data, and hide it from all standard agents.
18Your 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.- ADisabled from Assignment
- BDisabled from Assignment and Report Filters
- CPermanently Disabled
- DDo not disable, but lock the staff account
- EReassign the old incidents to another staff account called Former Employee.
19Identify the four guidelines that are relevant with regard to web accessibility. (Choose four.)
- AEnsure all alternate text is unused.
- BProvide multiple methods for finding content.
- CEnsure no underlined content exists.
- DAvoid background sound.
- ESupport increased text sizes.
- FEnsure color alone is not used to convey content.
20You 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.)
- AWrap Up Time.
- BPrompt the agent to enter wrap up mode.
- CSet Absent Interval for how long to wait without a response.
- DSet the queue wait time interval.
- ECreate/associate related incident at the beginning of chat
- FSet Status to Solved for incidents created automatically.
- GSet the Warning time for when to notify an agent when a response is received.
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- Quiz on Test-CX-04, created by OSCv Oracle on 26/01/2018.
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- OSCv Oracle
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- English
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