Duration: 150 minutes
Number of Questions: 80
Passing Score: 60%
Beta exam scores will be available in CertView approximately March 18, 2016.
Validated Against: Exam has been validated against Oracle RightNow Cloud Service 15.8
Format: Multiple Choice
Our certification exams are revised regularly to align with training and product release updates. Information about exam revisions and new topics are found on this page under 'Validated Statement' and within the exam topics below. Certifications reflect validated skills for year and product release version date of achievement. If you are preparing for this exam, we recommend you check these topics periodically to ensure your exam prep covers any new topics that may be added based on regular exam revision.
Application Appearance
Create and implement Workspaces
Create and implement Navigation Sets
Create Customizable Menus
Create Agent Workflows
Create Agent scripts within the Scripts Explorer
Staff Management
Create Profiles
Create Staff Accounts
Describe Password configurations and their functions
Answer Management
Describe typical answer management components and usage
Manage Search Priority Words
Create and manage Word List Files and the Dictionary
Create and manage Access Levels
Site Configuration Admin
Describe Custom Fields and their usage
Create Business Rules
Explain Standard Text and its application
Explain Service Variables and their application
Create and manage Service Level Agreements
Configure Cloud Monitor
Configure Custom Objects
Describe incident management
Manage Message Bases
Manage the System Configuration settings
Explain Mailboxes and their usage
Configure Message Templates and System Interface configurations
Explain Product, Category, and Disposition usage
Create and manage Guided Assistance and its application
Explain the File Menu and CX options features and their usage
RightNow Analytics
Create and configure Custom Reports
Create and manage Scheduled Reports
Feedback/Surveys
Create and manage Surveys and Mailings
Chat & Co-Browse
Create and manage Chat configurations and rules
Create and manage Co-Browse configurations
Customer Portal
Customize and manage Templates, Pages, and Themes
Describe Customer Portal deployment protocols
Customize and manage Tags, Widgets, and Assets
QUESTION 1
Your customer would like to set up the following configuration:
If (or when) a customer replies to an agent's response to their original question, the end customer's incident must be assigned to any available agent.
The current setup leaves incidents assigned to the responding agent.
Select two configurations to enable the assignments to be correct.
A. Escalate the incident after an hour in incident rules.
B. Remove the incident agent assignment in incident rules.
C. Assign the incident to the agent group in incident rules.
D. Email the incident details to the agent group in incident rules.
E. Enable the incident queue for “Round Robin logged in.”
F. Set the response option for reassign on response to “No Change.”
Answer: C,E
QUESTION 2
Which three statements are true about the Oracle Service Cloud File menu? (Choose three.)
A. provides an exit from the application
B. provides quick access to any of the interfaces that may be available for an agent
C. can contain a shortcut for adding new records such as Contacts or Incidents
D. provides context-sensitive help for the agent
E. can include shortcuts to commonly used reports
Answer: A,B,D
QUESTION 3
Your customer wants agents to respond to specific product questions in a uniform manner.
They interact with their customers through the customer portal, chat, and email. Some of the responses can be automated,
so you set these responses as standard text.
Which three standard text types can you use? (Choose three.)
A. Category Text
B. Chat URL
C. Incident Text
D. Chat Text
E. Product Text
F. Answer Text
G. Rule Text
H. End User Text
Answer: A,E,G
QUESTION 4
During requirements gathering, your customer determines that since they will be directing customers to the support pages from their website, they would like the default Home page to be removed.
Which three of the available options are required to complete this requirement? (Choose three.)
A. Update the config verb CP_HOME_URL.
B. Update the config verb CP_LOGIN_URL.
C. Delete the home.php file from the customer portal site.
D. Remove the “Home page” navigation option from the template file.
E. Update the site.css file to remove references to the Home page.
Answer: A,D,E
Number of Questions: 80
Passing Score: 60%
Beta exam scores will be available in CertView approximately March 18, 2016.
Validated Against: Exam has been validated against Oracle RightNow Cloud Service 15.8
Format: Multiple Choice
Our certification exams are revised regularly to align with training and product release updates. Information about exam revisions and new topics are found on this page under 'Validated Statement' and within the exam topics below. Certifications reflect validated skills for year and product release version date of achievement. If you are preparing for this exam, we recommend you check these topics periodically to ensure your exam prep covers any new topics that may be added based on regular exam revision.
Application Appearance
Create and implement Workspaces
Create and implement Navigation Sets
Create Customizable Menus
Create Agent Workflows
Create Agent scripts within the Scripts Explorer
Staff Management
Create Profiles
Create Staff Accounts
Describe Password configurations and their functions
Answer Management
Describe typical answer management components and usage
Manage Search Priority Words
Create and manage Word List Files and the Dictionary
Create and manage Access Levels
Site Configuration Admin
Describe Custom Fields and their usage
Create Business Rules
Explain Standard Text and its application
Explain Service Variables and their application
Create and manage Service Level Agreements
Configure Cloud Monitor
Configure Custom Objects
Describe incident management
Manage Message Bases
Manage the System Configuration settings
Explain Mailboxes and their usage
Configure Message Templates and System Interface configurations
Explain Product, Category, and Disposition usage
Create and manage Guided Assistance and its application
Explain the File Menu and CX options features and their usage
RightNow Analytics
Create and configure Custom Reports
Create and manage Scheduled Reports
Feedback/Surveys
Create and manage Surveys and Mailings
Chat & Co-Browse
Create and manage Chat configurations and rules
Create and manage Co-Browse configurations
Customer Portal
Customize and manage Templates, Pages, and Themes
Describe Customer Portal deployment protocols
Customize and manage Tags, Widgets, and Assets
QUESTION 1
Your customer would like to set up the following configuration:
If (or when) a customer replies to an agent's response to their original question, the end customer's incident must be assigned to any available agent.
The current setup leaves incidents assigned to the responding agent.
Select two configurations to enable the assignments to be correct.
A. Escalate the incident after an hour in incident rules.
B. Remove the incident agent assignment in incident rules.
C. Assign the incident to the agent group in incident rules.
D. Email the incident details to the agent group in incident rules.
E. Enable the incident queue for “Round Robin logged in.”
F. Set the response option for reassign on response to “No Change.”
Answer: C,E
QUESTION 2
Which three statements are true about the Oracle Service Cloud File menu? (Choose three.)
A. provides an exit from the application
B. provides quick access to any of the interfaces that may be available for an agent
C. can contain a shortcut for adding new records such as Contacts or Incidents
D. provides context-sensitive help for the agent
E. can include shortcuts to commonly used reports
Answer: A,B,D
QUESTION 3
Your customer wants agents to respond to specific product questions in a uniform manner.
They interact with their customers through the customer portal, chat, and email. Some of the responses can be automated,
so you set these responses as standard text.
Which three standard text types can you use? (Choose three.)
A. Category Text
B. Chat URL
C. Incident Text
D. Chat Text
E. Product Text
F. Answer Text
G. Rule Text
H. End User Text
Answer: A,E,G
QUESTION 4
During requirements gathering, your customer determines that since they will be directing customers to the support pages from their website, they would like the default Home page to be removed.
Which three of the available options are required to complete this requirement? (Choose three.)
A. Update the config verb CP_HOME_URL.
B. Update the config verb CP_LOGIN_URL.
C. Delete the home.php file from the customer portal site.
D. Remove the “Home page” navigation option from the template file.
E. Update the site.css file to remove references to the Home page.
Answer: A,D,E
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