최신Oracle RightNow CX Cloud Service 2012 Essentials - 1Z0-465무료샘플문제
문제1
You have created variables for your customer address to be used throughout their system
What three pieces of functionality will allow the use of these variables?
You have created variables for your customer address to be used throughout their system
What three pieces of functionality will allow the use of these variables?
정답: A,E,F
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문제2
Your customer has a 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 upgraded 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?
Your customer has a 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 upgraded 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?
정답: A,D
문제3
Your customer has requested a workflow with the following requirements:
-All workflows have a return event that allows users to exit the workflow -Every return event leads to a wrap up script that is positioned just before the incident workspace -Every exit takes the agent to the incident workspace -There is a "return to script" button on the workspace to take the agent to a workspace listing all
available scripts.
Identify the requirement that could not be met.
Your customer has requested a workflow with the following requirements:
-All workflows have a return event that allows users to exit the workflow -Every return event leads to a wrap up script that is positioned just before the incident workspace -Every exit takes the agent to the incident workspace -There is a "return to script" button on the workspace to take the agent to a workspace listing all
available scripts.
Identify the requirement that could not be met.
정답: B
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문제4
Which three actions must be performed in order to configure cloud Monitor?
Which three actions must be performed in order to configure cloud Monitor?
정답: A,B,E
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문제5
Your customer has created a new script and has deployed it to the agents in their call center within their incident workflow.
They have noticed an issue that all of their agents cannot end the script of the places that were designed to.
Identity the two reasons for this.
Your customer has created a new script and has deployed it to the agents in their call center within their incident workflow.
They have noticed an issue that all of their agents cannot end the script of the places that were designed to.
Identity the two reasons for this.
정답: C,D
문제6
When an incident is opened, your customer would like to have different workspaces open based on the six products that can be selected when an incident is submitted from the Ask A Question customer portal page.
When designing the workflow used to complete this requirement, which three elements are necessary?
When an incident is opened, your customer would like to have different workspaces open based on the six products that can be selected when an incident is submitted from the Ask A Question customer portal page.
When designing the workflow used to complete this requirement, which three elements are necessary?
정답: B,D,E
문제7
In which two sections of the Customer Portal is the Guided Assistance widget available for end customers?
In which two sections of the Customer Portal is the Guided Assistance widget available for end customers?
정답: A,E
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문제8
Your client has VIP customers (all of which have a custom contact field of VIP 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?
Your client has VIP customers (all of which have a custom contact field of VIP 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?
정답: C,D,E
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