Test OSvC

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.)

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?

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 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.)

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.

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.)

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.)

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?

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

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.

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 two true statements about chat. (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 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.)

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

You are working with multiple interfaces. Which four objects/items are shared across interfacess (Choose four.)

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?

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.)

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

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.)

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

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

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.)

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.)

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.)

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.)

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.)

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

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.)

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.)

In which two sections of the Customer Portal is the Guided Assistance widget available for end customers? (Chose 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 htps://widgetshippers.com/trackyourpackage?id= Of the available options, select the one that satsfes your customer's request.

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

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.)

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.)

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.)

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

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

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.)

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.)

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.)

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.)