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.
A. https://widgetshippers.com/trackyourpackage?id=$p_icf_87
B. https://widgetshippers.com/trackyourpackage?id=incidents.c$tracking_id
C. https://widgetshippers.com/trackyourpackage?id=c$tracking_id
D. https://widgetshippers.com/trackyourpackage:id=incidents.c$tracking_id
E. https://widgetshippers.com/trackyourpackage?id=$icf_c$tracking_id
You 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.)
A. Each agent's profile will determine which workflow(s) are available to them.
B. All text must be scanned for negative Smart Sense scores and routed accordingly to the correct agent group's queue.
C. Incidents received from Ask a Question must be checked for any custom field data.
D. The workflow must be performed without prompting from the agent.
When building an agent script with the pages and page structure as shown below, you need to take an agent from Page 3 to Page 1. There is no navigation menu in the script because you are controlling it with rules.
Which two rule actions can be used to meet this requirement? (Choose two.)
A. Page Rule: Go to previous page
B. Page Rule: Go to certain page
C. Script Rule: Fire an Exit event
D. Page Rule: Go to next page
E. Page Rule: Go to beginning of script
F. Script Rule: Fire a name event
An agent starts a chat conference. What must the agent do to leave the conference open between the customer and a second agent?
A. The original agent can exit the chat as soon as the new agent accepts the conference.
B. The customer must agree to new agent.
C. The original agent must transfer the lead role.
D. The original agent cannot leave the conference without closing the chat.
Your 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.)
A. Use the custhelp.com email address as the Reply To address.
B. Create three service mailboxes on the console, and use SMTP forwarding from your customer's mail server.
C. Use SMTP Forwarding from your customer's mail server to the default service mailbox.
D. Use the Friendly From/ Branded Address.
E. Use your customer's branded email address as the Reply To address.
What is the maximum number of special characters that can be required in a password in addition to having lower and uppercase letters, two numbers, and a maximum character length of 10?
A. 8
B. 1
C. 6
D. 3
E. 5
Your customer wants to set CI_HOURS to 720 but they don't want to notify customers when the incident status automatically changes.
Which Contact Email Message should be turned off?
A. Incident Solved
B. Incident Waiting
C. Incident Closed
D. Incident Unresolved
E. Question Receipt
F. Rule Email
Identify the four guidelines that are relevant with regard to web accessibility. (Choose four.)
A. Ensure all alternate text is unused.
B. Provide multiple methods for finding content.
C. Ensure no underlined content exists.
D. Avoid background sound.
E. Support increased text sizes.
F. Ensure color alone is not used to convey content.
Your client wants to measure agent performance based on feedback from their end customers.
If their end customer provides negative feedback, their incident needs to be reopened automatically.
Identify three tasks to fulfill these requirements. (Choose three.)
A. Create a broadcast survey.
B. Schedule a survey to run on a daily basis.
C. Set an incident business rule to send the survey when an incident is closed.
D. Create a new queue for unhappy customers.
E. Create a transactional survey.
F. Create a report of survey responses.
G. Assign scores to the survey questions and set the status field based on the values of the responses.
You are asked to identify how a question has been scored upon a search result.
While researching the question, you identified possible answer attributes to review.
Identify three items that affect the score of the answer and, therefore, should be reviewed. (Choose three.)
A. Status
B. Question
C. Access Level
D. Categories
E. Summary
