Oracle RightNow Cloud Service 2016 Implementation Essentials (1z0-325) Free Practice Test
Question 1
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.)
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.)
Correct Answer: A,D
Question 2
You have been asked to create a customized workflow for a customer's agents. You perform these steps:
* Create an initial workflow that will inspect each defined custom field, and will branch depending on each identified value into another workflow object.
* Your workflow scans each incident looking for a smart sense value of -1 or -2 or -3.
* You create a workflow decision tree which, depending on profile, branches off and sets the workflows available to that agent.
Which three customer requirements were fully met by the steps taken? (Choose three.)
* Create an initial workflow that will inspect each defined custom field, and will branch depending on each identified value into another workflow object.
* Your workflow scans each incident looking for a smart sense value of -1 or -2 or -3.
* You create a workflow decision tree which, depending on profile, branches off and sets the workflows available to that agent.
Which three customer requirements were fully met by the steps taken? (Choose three.)
Correct Answer: B,C,D
Question 3
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 utilize the custom object?
(Choose two.)
Which two options outline the steps that will enable the "Tech Support" profile to utilize the custom object?
(Choose two.)
Correct Answer: C,D
Question 4
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.)
Which two rule actions can be used to meet this requirement? (Choose two.)
Correct Answer: C,F
Question 5
Identify the four guidelines that are relevant with regard to web accessibility. (Choose four.)
Correct Answer: C,D,E,F
Question 6
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.)
Which two actions will accomplish this? (Choose two.)
Correct Answer: A,B
Question 7
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 after 15 minutes.
Which two steps must be performed to configure this? (Choose two.)
60 minutes of inactivity. All other user profiles should be logged out after 15 minutes.
Which two steps must be performed to configure this? (Choose two.)
Correct Answer: A,D
Question 8
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.)
Which two Social Media options are available to create incidents in Oracle Service Cloud? (Choose two.)
Correct Answer: E,G
Question 9
Your customer wants to send out a post incident survey using a business rule.
Which two options would prevent them from completing their rule? (Choose two.)
Which two options would prevent them from completing their rule? (Choose two.)
Correct Answer: C,E