How to pass Oracle RightNow CX Cloud Service Essentials Exam and Interview Part-3
QUESTION 41
Your customer has asked that all incidents be "scanned" for words that may revolve around product defects and injures so that they can alert their risk management team of any possible product issues or liability. The customer accepts that 100% accuracy is not available, and accepts that they will be false positives and a margin for error.
They have provided you he following words to be "scanned":
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 [ , | . | ` | " | : | | ? | & ] | \ pallate [ , | . | ` | " | : | | ! | ? | &] | \
Identify the three words that will be correctly matched to this regular expression.
ANSWER
1) Jaw
2) Cheek
3) Jowl
QUESTION 42
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.
ANSWER
1) Schedules
2) Report Heading
QUESTION 43
Which three expressions use proper syntax?
ANSWER
1) If (incidents.assgn_acct_id IS NULL, `Not Assigned', 0)
2) Date_diff(incidents.closed, incidents.created)
3) If(incidents.assign_group_id = 100460, `With Support', `Not with Suport')
QUESTION 44
Select the six actions that initiate the business rules engine to run its configured logic.
ANSWER
1) A customer asks a question on the end user portal.
2) An agent edits contacts, incidents, organizations, or tasks.
3) A customer updates their contact details via the end-user pages.
4) An agent edits an opportunity.
5) A customer adds more information to their incident via the end-user pages
6) An agent creates or edits an answer.
QUESTION 45
In which two sections of the Customer Portal is the Guided Assistance widget available for end customers?
ANSWER
1) Any page the customer wants it placed
2) The answers detail page
QUESTION 46
Identify which option describes a valid use of the disposition field.
ANSWER
1) Describe the classification of incidents
2) Describe the status of the customer question
QUESTION 47
Your customer wants agents to automatically receive an incident private note that explains how to handle specific responses from customers.
These incidents would be identified by specific terms in the subject line.
ANSWERS
1) Add a workspace rule that checks for identified terms in the subject line.
2) Create Standard Text with instructions.
3) Add the Standard Text as Private Note to Thread in the workspace rule.
QUESTION 48
Your customer has five different incidents queues:
The Help and VIP queues have the quickest response goals.
Which two configurations will ensure that an agent's profile pulls incidents assigned these queues first using a single agent profile?
ANSWER
1) Add all five queues to the agent's profile with Helper and VIP being the first two in the list.
2) Use the Strict Priority Pull Policy
QUESTION 49
You have created a custom widget for a customer portal page, and the widget needs to be styled based on your customer's branding guidelines.
Identify the location where the CSS file must be placed within the file structure.
ANSWER
\euf\assets\themes\{theme name}\widgetCss
QUESTION 50
Your customer wants to put the information in the "answer" section of their knowledgebase article as more important than the information in the "subject" section. What two system configuration settings can be modified to increase the value of the phrases in the "answer" versus the "subject" during a search from either customer portal of the agent desktop?
ANSWER
1) SRCH_SUBJECT_WEIGHT
2) SRCH_BODY_WEIGHT
QUESTION 51
Your customer has over a thousand answers in their knowledgebase.
The keyword search report shows that some end customers are searching, using a misspelled word returning zero results.
The client does not want to edit all the answers to fix this situation.
Choose the option that will fix your customer's issue.
ANSWER
Add the misspelled words to the alias file.
QUESTION 52
Your customer requested that you create a new report and make it available in the agent's navigation set. You create the report and add it to the agent's navigation set. However, the agents cannot see the new report.
Select three actions you must perform to identify the reason the report does not display for the agents.
ANSWER
1) Review the navigation set in the profile to ensure it matches the navigation set you updated.
2) Validate the Analytics permissions set for the report
3) Review the filters in the report to ensure the Assign field selection is set to Logged In.
QUESTION 53
Your customer's site consists of four business units using four different interfaces. To avoid any configuration changes affecting other business units they have created four test environments for all system changes to be deployed and tested for each business unit before moving and changes into production.
Following the standard deployment method, how many deployments (excluding the copy between environments) must take place for the changes to be live in production, if they are customer portal changes for each of the four interfaces on each of the four environments?
ANSWER
32
QUESTION 54
After an implementation 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 mitigate this problem.
ANSWER
Create alias and thesaurus entries with the correct target search terms.
QUESTION 55
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?
ANSWER
1) Unresolved
2) Updated
QUESTION 56
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.
ANSWER
1) Use the product field to identify the services and the category field to identify the customer's incident type of help.
2) Use the product field to identify the services and an incident custom field to identify the customer's incident type of help.
QUESTION 57
Your customer would like to run incident report 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 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.
ANSWER
Disabled from Assignment
QUESTION 58
Referring to custom fields in the system, identify the column identifier that indicates it is a custom field.
ANSWER
C$
QUESTION 59
Within the password configuration settings what does the grace period control?
ANSWER
The number of days after a password expires that the user can still log in before the account is locked
QUESTION 60
Your customer's "Chat Survey Score" report contains valid records; however all of the average scores to be zero. What two steps will correct this?
ANSWER
1) Change the Survey questions to a Matrix type.
2) Refresh the Chat Survey report.
Your customer has asked that all incidents be "scanned" for words that may revolve around product defects and injures so that they can alert their risk management team of any possible product issues or liability. The customer accepts that 100% accuracy is not available, and accepts that they will be false positives and a margin for error.
They have provided you he following words to be "scanned":
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 [ , | . | ` | " | : | | ? | & ] | \ pallate [ , | . | ` | " | : | | ! | ? | &] | \
Identify the three words that will be correctly matched to this regular expression.
ANSWER
1) Jaw
2) Cheek
3) Jowl
QUESTION 42
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.
ANSWER
1) Schedules
2) Report Heading
QUESTION 43
Which three expressions use proper syntax?
ANSWER
1) If (incidents.assgn_acct_id IS NULL, `Not Assigned', 0)
2) Date_diff(incidents.closed, incidents.created)
3) If(incidents.assign_group_id = 100460, `With Support', `Not with Suport')
QUESTION 44
Select the six actions that initiate the business rules engine to run its configured logic.
ANSWER
1) A customer asks a question on the end user portal.
2) An agent edits contacts, incidents, organizations, or tasks.
3) A customer updates their contact details via the end-user pages.
4) An agent edits an opportunity.
5) A customer adds more information to their incident via the end-user pages
6) An agent creates or edits an answer.
QUESTION 45
In which two sections of the Customer Portal is the Guided Assistance widget available for end customers?
ANSWER
1) Any page the customer wants it placed
2) The answers detail page
QUESTION 46
Identify which option describes a valid use of the disposition field.
ANSWER
1) Describe the classification of incidents
2) Describe the status of the customer question
QUESTION 47
Your customer wants agents to automatically receive an incident private note that explains how to handle specific responses from customers.
These incidents would be identified by specific terms in the subject line.
ANSWERS
1) Add a workspace rule that checks for identified terms in the subject line.
2) Create Standard Text with instructions.
3) Add the Standard Text as Private Note to Thread in the workspace rule.
QUESTION 48
Your customer has five different incidents queues:
The Help and VIP queues have the quickest response goals.
Which two configurations will ensure that an agent's profile pulls incidents assigned these queues first using a single agent profile?
ANSWER
1) Add all five queues to the agent's profile with Helper and VIP being the first two in the list.
2) Use the Strict Priority Pull Policy
QUESTION 49
You have created a custom widget for a customer portal page, and the widget needs to be styled based on your customer's branding guidelines.
Identify the location where the CSS file must be placed within the file structure.
ANSWER
\euf\assets\themes\{theme name}\widgetCss
QUESTION 50
Your customer wants to put the information in the "answer" section of their knowledgebase article as more important than the information in the "subject" section. What two system configuration settings can be modified to increase the value of the phrases in the "answer" versus the "subject" during a search from either customer portal of the agent desktop?
ANSWER
1) SRCH_SUBJECT_WEIGHT
2) SRCH_BODY_WEIGHT
QUESTION 51
Your customer has over a thousand answers in their knowledgebase.
The keyword search report shows that some end customers are searching, using a misspelled word returning zero results.
The client does not want to edit all the answers to fix this situation.
Choose the option that will fix your customer's issue.
ANSWER
Add the misspelled words to the alias file.
QUESTION 52
Your customer requested that you create a new report and make it available in the agent's navigation set. You create the report and add it to the agent's navigation set. However, the agents cannot see the new report.
Select three actions you must perform to identify the reason the report does not display for the agents.
ANSWER
1) Review the navigation set in the profile to ensure it matches the navigation set you updated.
2) Validate the Analytics permissions set for the report
3) Review the filters in the report to ensure the Assign field selection is set to Logged In.
QUESTION 53
Your customer's site consists of four business units using four different interfaces. To avoid any configuration changes affecting other business units they have created four test environments for all system changes to be deployed and tested for each business unit before moving and changes into production.
Following the standard deployment method, how many deployments (excluding the copy between environments) must take place for the changes to be live in production, if they are customer portal changes for each of the four interfaces on each of the four environments?
ANSWER
32
QUESTION 54
After an implementation 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 mitigate this problem.
ANSWER
Create alias and thesaurus entries with the correct target search terms.
QUESTION 55
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?
ANSWER
1) Unresolved
2) Updated
QUESTION 56
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.
ANSWER
1) Use the product field to identify the services and the category field to identify the customer's incident type of help.
2) Use the product field to identify the services and an incident custom field to identify the customer's incident type of help.
QUESTION 57
Your customer would like to run incident report 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 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.
ANSWER
Disabled from Assignment
QUESTION 58
Referring to custom fields in the system, identify the column identifier that indicates it is a custom field.
ANSWER
C$
QUESTION 59
Within the password configuration settings what does the grace period control?
ANSWER
The number of days after a password expires that the user can still log in before the account is locked
QUESTION 60
Your customer's "Chat Survey Score" report contains valid records; however all of the average scores to be zero. What two steps will correct this?
ANSWER
1) Change the Survey questions to a Matrix type.
2) Refresh the Chat Survey report.
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