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1. A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for the follow up: #120728000001
A member of your support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it."
Which two actions will allow you to identify the correct message base item if you do not know which message base you need to edit?

A) Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
B) Run a message base report and search for the text string you want to change.
C) Submit an incident to customer care.
D) Look for the message in the receipt email body.

2. Your customer has asked you to fulfill a list of requirements for their incident workspace.
The customer has explained that the following constraints will be place.
-All incidents received will via a web from that your customer manages which is automatically forwarded to the Oracle Rightnow CX Service mail server. -All incident data will be formatted exactly in the same manner in each email using the following
format: -Last Name -First Name -Product -Serial Number -Question
Requirements:
-Create a tab with "Risk Management" data consisting of custom fields and custom object data, and hide it from all standard agents. -If the serial number is greater than 500000 set the value of the custom field "Risk Management"
Yes. -Capture the "Product" field from the email and populate the product in the incidents.prod_id field. -Capture the Last and First names from the email and populate the product contact.last_name
and contacts.first_name fields. -Create tabs for each product linking to the product information page on your customer's web site. -Once the product has been set in the workspace open up the applicable tab automatically for the agent to view.
They have asked that no customization be part of the new workspace.
Identify the three requirements that are met using standard product features within the workspace.

A) If the serial number is greater than 500000 set the value of the custom field "Risk management" = Yes
B) Once the product has been set in the workspace open up the applicable tab automatically for the agent to view.
C) Capture the "Product" field from the email and populate the product in the incidents.prod_id field.
D) Create a tab with "Risk management" data consisting of custom fields and custom object data, and hide it from all standard agents.
E) Capture the Last and First names from the email and populate the product in the contact.last_name and contacts.first_name fields.
F) Create tabs for each product linking to the product information page on the customer's web site.

3. 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?

A) Incident Rules
B) Workflow
C) Standard text
D) Incidents
E) Agent Scripting
F) Answers

4. Which three actions must be performed in order to configure cloud Monitor?

A) Add or update navigation sets to include the Cloud Monitor navigation button and component
B) Add or update profiles to include permission to add themes and Clustering.
C) Add or update profiles to include-Cloud Monitor permissions.
D) Add or update a list of favorites.
E) Set up a Cloud Monitor search schedule.
F) Add or update staff accounts to use profiles that include Cloud Monitor permissions.

5. Your customer is going to have three brand-related incident queues.
They need to do an order routing of incidents created through an email channel to different queues.
Identify the correct options to configure your routing rules for initial routing.

A) Create a rule where if a subject contains the brand name, it should be routed to a brand queue.
B) Create a rule where the sender's domain = a branch, route the incident to the matching brand.
C) Create a rule to route to each brand queue from the corresponding service mailbox in the "initial" state.
D) Create a rule to route to each brand queue from the corresponding service mailbox in the "progress" state.

問題與答案：