1z1-325 Exam Training Practice Tests (Oracle RightNow Cloud Service 2016 Implementation Essentials)]

Question 1

You want to implement a privileged list of answers on the customer portal but answers with the Access Level you have created are showing up for all customers.

What change can you make with the Answer Access Level shown to make it function correctly?

A. There are too many access levels. One of those needs to be removed. B. The access level being created should not have the "Visible" check box selected. C. Nothing is wrong with the configuration set on the picture, so no changes are needed. D. Only the label of the access level needs to be inserted and then saved.

Correct Answer: B

Question 2

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

A. Develop B. Rollback C. Production D. Stage E. Promote

Correct Answer: B,D,E

Question 3

When using standard reports within the Analytics module there is a limit to what can be edited in each report.
Select the two items that are editable on a standard report. (Choose two.)

A. Schedules B. Report Heading C. Column Headings D. Graphs E. Permissions F. Non Selectable Filters

Correct Answer: A,E

Question 4

Your customer wants to use a single workflow for all profiles and has asked you to create a workflow that follows different workflows for different agents based on profile.
Your workflow starts with a script to identify the type of record the agent will be working on before it can split into different workflows.
Which two items enable you to accomplish this? (Choose two.)

A. Decision Object B. Connector Condition C. Connector Events D. Set Field E. Named Event

Correct Answer: C,E

Question 5

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: E

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. No transactional survey has been created, so the "Send Transaction Survey" action is not available. B. The rule was created in a function state as opposed to a normal rule state. C. A "Transition State" action was added in the rule before the "Send Transaction Survey" was added so the action button is no longer available. D. The rule contained a Send Email Response to Sender action within the Then statement. E. The "IF" condition section includes a check of the previous status.

Correct Answer: D,E

Question 7

Identify two items that accurately describe custom objects.

A. Fields on a custom object can be created, but they can never be deleted. B. Indexes for custom objects cannot be user defined. C. Creating/updating/deleting permissions for custom objects can be controlled on a profile basis. D. Custom objects can be exploited from Oracle Service Cloud and imported into a different Oracle Service Cloud instance.

Correct Answer: A,C

Question 8

When an agent handles a product return incident, they require the ability to go through a series of questions to determine the appropriate answer/response.
You determine this would best be solved using guided assistance which is automatically launched when a specific category is selected by an agent.
Which three steps are required to implement this solution? (Choose three.)

A. Add an Answer Display Control to the incident workspace. B. Create a workspace rule that invokes a guide based on "a field has a certain value." C. Create a guide that takes the agent step by step to the relevant answers that the agent needs for a product return. D. Create a business rule that starts a guide. E. Add a workspace rule that has a trigger for when a Guide is Finished. F. Add a Guided Assistance Control to the incident workspace. G. Add the guide to an answer in the answer workspace.

Correct Answer: A,B,G

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Question 9

Which two special characters can be used as wildcard values when searching for Key values in the configuration settings? (Choose two.)

A. & B. ^ C. ! D. $ E. @ F. * G. % H. #

Correct Answer: F,G

Oracle RightNow Cloud Service 2016 Implementation Essentials - 1z1-325 Exam Practice Test