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

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Exam Oracle RightNow Cloud Service 2016 Implementation Essentials
Number 1z0-325
File Name Oracle RightNow Cloud Service 2016 Implementation Essentials.Certkiller.1z0-325.2019-01-16.1e.55q.vcex
Size 245 Kb
Posted January 16, 2019
Downloads 38

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Demo Questions

Question 1
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. 

  • A: Disabled from Assignment
  • B: Disabled from Assignment and Report Filters
  • C: Permanently Disabled
  • D: Do not disable, but lock the staff account.
  • E: Reassign the old incidents to another staff account called Former Employee.

Question 2
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: Use the “FormInput” widget.
  • B: Use the “Conditional” tag with an “sla” attribute.
  • C: Use the “FormInputCustom” widget.
  • D: Use the “FormSubmit” widget.
  • E: Use the “Field” tag with the “name” attribute. 

Question 3
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.)

  • A: Submit an incident to customer care.
  • B: Look for the message in the receipt email body.
  • C: Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
  • D: Run a message base report and search for the text string you want to change.

Question 4
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?

  • A: Update the business rule that sends the auto response to “If Incidents.category not equal Smart Assistant.”
  • B: Change the business rule that creates the Smart Assistant Response to “If Incident.Source equals Ask a Question.”
  • C: Change the business rule that creates the auto response to “If Incident.Source equals Ask a Question.”
  • D: Change the business rule that creates the auto response to “If incident.source equals Ask a Question or Incident.Source equals Smart Assistant on Ask a Question.”
  • E: Change the business rule that creates the Smart Assistant Response to “If Incident.Source equals Smart Assistant on Ask a Question.”

Question 5
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.

  • A: Update answer keywords
  • B: Verify that all sections of the target answer(s) contain the search terms you're looking for.
  • C: Create hidden div tags inside the answer's question section to promote the matching of a given target search term that isn't being matched.
  • D: Create entries for the word and its syntax in the dictionary file.
  • E: Create alias and thesaurus entries with the correct target search terms.

Question 6
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?

  • A: A message template must be created to alert the user about this registration process.
  • B: The message template “Finish Account Creation” must be switched off before the contacts are loaded.
  • C: A new, temporary, business rule needs to be created to prevent the emails from being sent.
  • D: Fake email addresses need to be placed instead of the correct one. 

Question 7
Select two true statements about chat. (Choose two.) 

  • A: Before you can delete a chat session queue that is used in a business rule, you must first edit the rules so they no longer use the queue.
  • B: A guided assistance control is not available in a custom chat workspace.
  • C: To maintain all chat records, change the agedatabase setting CHATS_PURGE_DAYS to 0.
  • D: Variables cannot be used.
  • E: If the transfer option is enabled, a chat can be transferred to a queue or another agent.

Question 8
Some chat agents need more time between chats. What are three ways to accomplish this? (Choose three.)

  • A: Agent adjusts Stagger Incoming Chats (Seconds) in Options Communication Center.
  • B: Administrator increases the wrap up time.
  • C: Agents increases Max Chat sessions.
  • D: Administrator sets chat workspace to close automatically after chat terminates.
  • E: Agent declines a chat offered. 

Question 9
You are working with multiple interfaces. 
Which four objects/items are shared across interfaces? (Choose four.)

  • A: Configuration Settings
  • B: Staff Accounts
  • C: Navigation Sets
  • D: Profiles
  • E: Workspaces
  • F: Reports
  • G: Custom Objects
  • H: Business Rules

Question 10
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?

  • A: Column Name / Index / Interface Visibility / Notes
  • B: End-User Visibility / Data Type / Notes
  • C: Index / Size of Field / Hint / End-User Visibility
  • D: Label / Column Name / Data Type / Default Value
  • E: Column Name / Default Value / Hint / Notes


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