Oracle RightNow Cloud Service 2016 Implementation Essentials (1z1-325) Free Practice Test

Question 1

You want to find all Message Base entries that include the two words "create" and "incident." Which is the correct format for your search in the KEY field?

A. create%incident

B. %create%incident%

C. %create incident%

D. %create% | %incident%

E. %create% & %incident%

Correct Answer: A

Question 2

Your client has two interfaces available to their agents.
To make things easier for the agents, your client wants to change the name of the interface so that the agents can easily tell the difference between them, in the agent console.
How can this requirement be fulfilled?

A. A new instance needs to be purchased with the correct interface name in place.

B. The client needs to buy a customization service from Oracle Consulting Services.

C. It is possible to change the interface name for the staff members through the interface configurations.

D. It is only possible to change the interface name after opening a service request with Oracle Support.

E. It is not possible to change an interface name.

Correct Answer: C

Question 3

Your client has VIP customers (all of which have a custom contact field of VIP set to 'Yes'). They want to offer these customers a higher priority service on Chat.
You intend to do this with a VIP queue.
Which three steps do you also need to perform? (Choose three.)

A. Create a rule to set an SLA.

B. Add the VIP queue to the profile of the agents that are taking chats.

C. Set the Pull Policy to manual.

D. Create incident rules so that contacts with the VIP field set to 'Yes' are routed to the VIP queue.

E. Move the VIP queue to the top of the queue list.

F. Create chat rules so that contacts with the VIP field set to 'Yes' are routed to the VIP queue.

Correct Answer: B,E,F

Question 4

Your customer has asked you to create a report that will need to be sent to the executive management.
None of the recipients of this report has access to the system, and the same monthly report should be delivered to all recipients.
The management team frequently changes and your customer does not want to alter the report schedule after configuration.
After creating the report what two additional steps need to be taken? (Choose two.)

A. Update the permissions for the report to include the executive team.

B. Create a dashboard for the report.

C. Create and add the distribution list to the schedule.

D. Create a schedule record for the report.

E. Set up staff accounts for the executive team.

F. Send a notification to the executive team that the report is available.

Correct Answer: A,B

Question 5

Your customer has asked you to create a report that shows all incidents opened within the past month. The report should show the following columns:
* Number of incidents opened in the past month
* Number of incidents opened in the past week
* Number of incidents opened in the past day
Which two functions are needed in the expressions to create the three columns? (Choose two.)

A. SUM

B. AVG

C. IF

D. NVL

E. DECODE

Correct Answer: A,B

Question 6

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.)

A. The rule was created in a function state as opposed to a normal rule state.

B. A "Transition State" action was added in the rule before the "Send Transaction Survey" was added so the action button is no longer available.

C. The rule contained a Send Email Response to Sender action within the Then statement.

D. No transactional survey has been created, so the "Send Transaction Survey" action is not available.

E. The "IF" condition section includes a check of the previous status.

Correct Answer: C,E

Question 7

Identify the three options available on the deployment manager screen in customer portal. (Choose three.)

A. Stage

B. Production

C. Rollback

D. Promote

E. Develop

Correct Answer: A,C,D

Question 8

You created a broadcast survey using the advance survey editor. The survey has a web page and four survey pages.
When you preview the survey you have trouble getting the survey to move between the survey pages. Which item will enable you to navigate the survey as designed?

A. Redirect URL

B. Survey Template

C. Standard Connectors

D. Web Page Links

E. Next and Submit Buttons

F. Decision or Case Statements

Correct Answer: C

Question 9

Your customer would like supervisors to use a Multi-Edit workspace when updating incidents for their agents.
Which four fields are available for edit on the incident Multi-Edit workspace? (Choose four.)

A. Organization

B. Queue

C. Post code

D. Assigned

E. Email Address

F. Channel

G. Language

Correct Answer: A,B,C,F

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Oracle RightNow Cloud Service 2016 Implementation Essentials (1z1-325) Free Practice Test