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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Site Configuration Administration | 20% | - Business rules and standard text - Custom fields and objects - Service level agreements - Mailboxes and interface configuration |
| Topic 2: Application Appearance | 15% | - Customizable menus and agent workflow - Agent scripts - Workspaces and navigation sets |
| Topic 3: Incident Management | 12% | - Guided assistance setup - Incident lifecycle and statuses |
| Topic 4: Feedback, Chat & Customer Portal | 5% | - Surveys and feedback management - Customer Portal basics - Chat and co-browse configuration |
| Topic 5: Staff Management | 12% | - Password policies and security settings - Staff accounts and profiles |
| Topic 6: Oracle RightNow Overview | 10% | - Purpose and components of Customer Experience |
| Topic 7: RightNow Analytics | 8% | - Scheduled reports and dashboards - Standard and custom reports |
| Topic 8: Answer Management Administration | 18% | - Access levels and permissions - Search priority words and dictionaries - Knowledge base components |
Question 1
Incident #120703-002539 was submitted on Tuesday, July 3, 2012 at 1:00 pm.
At what time the initial Response Due (incidents.rel_due) field be stamped using the response requirements shown?
A. Thursday, July 5, 2012 at 1:00 pm
B. Thursday, July 5, 2012 at 12:00 pm
C. Wednesday, July 4, 2012 at 12:00 pm
D. Tuesday, July 3, 2012 at 9:00 pm
E. Saturday, July 7, 2012 at 12:00 pm
Question 2
Identify the four guidelines that are relevant with regard to web accessibility.
A. Ensure no underlined content exists.
B. Ensure color alone is not used to convey content.
C. Avoid background sound.
D. Provide multiple methods for finding content.
E. Support increased text sizes.
F. Ensure all alternate text is unused.
Question 3
You are creating several new standard bead entries and want to use variables in your standard text.
What is the difference between "Variable" and "$"?
A. Variable is a fixed value and $ pulls in a dynamic value from the database.
B. Variable pulls in a dynamic value from the database and $ allows the agent to enter a value.
C. $ pulls in a dynamic value from the database and Variable allows the agent to enter a value.
D. $ allows the agent to enter a value and Variable is a fixed value.
E. Variable pulls in a dynamic value from the database and $ is a fixed variable.
Question 4
Your customer would like to have the default search report (Answers - Complex Expression Search Default) on their customer portal page altered with the following requirements.
-They want the New and Update tags to be displayed for only 7 days. -They want to display the Answer's score.
Identify the two options that will enable you to complete the requirements.
A. Unhide the computed score (solved) column.
B. Update the configuration settings of ANS_NEW_INC_DURATION and ANS_UPD_INC_DURATION.
C. Insert the score (solved count) columns.
D. Change the variables for $new and $updated.
E. Delete the exceptions for New and Updated.
Question 5
Your customer has team leads who are responsible for creating business rules and managing staff accounts. However, they should not be allowed to create or modify any profiles.
Which two options should be used to configure the Navigation Set for these team leads?
A. Create a navigation set that only has "Rules" and all "Staff Management" items in the configuration pane.
B. Add the Configuration items of Workspace/Workflows, Rules, and Staff Account by Group Report into the Home Tab and remove default Configuration pane.
C. Keep the default Configuration items in the Configuration pane and let the profile handle this.
D. Add the Configuration item of Rules, and Staff Account by Group report into Home Tab and remove the default Configuration pane.
Solutions:
| Question 1 Answer: B | Question 2 Answer: B,C,D,E | Question 3 Answer: E | Question 4 Answer: B,C | Question 5 Answer: A,C |
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