Download Oracle RightNow Cloud Service 2016 Implementation Essentials.Certkiller.1z0-325.2019-01-16.1e.55q.vcex

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 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. 

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 submitting 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?

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.

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 essential to prevent emails from being sent?

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

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

You are working with multiple interfaces. 
Which four objects/items are shared across interfaces? (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?