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NEW QUESTION NO: 6
An incident needs to be assigned manually to an agent who is not listed on the assignment field menu.
Which three options do you need to verify so that the agent's name is displayed? (Choose three.)
A. Verify that the agent is part of a distribution list.
B. Verify if a workspace rule is hiding the agent's name from the assignment field menu.
C. Check if a business rule is removing the agent's name from the assignment field.
D. Check if the agent has an active (not disabled) user account.
E. Verify in the agent's profile if the option "Appear in Menus" is selected.
Answer: A,B,D

NEW QUESTION NO: 7
Your customer was reviewing published answers in their knowledgebase.
They noticed that several of the answers had irrelevant answers listed in the "Answers others found helpful" section of the answer detail page.
What step is required to eliminate the individual irrelevant answers?
A. Remove the irrelevant answers from manually related answers.
B. Block the irrelevant answers from Learned Links.
C. Delete the irrelevant answers from Sibling Answers.
D. Remove the related answers widget from the Customer Portal page.
Answer: B

NEW QUESTION NO: 8
Your customer has two different types of end customers that will be visiting their knowledgebase: free account and paid account.
They would like to present additional content inside the knowledgebase answers for paid account customers.
Choose two items that are required to set up this type of environment. (Choose two.)
A. Assign the access level without interface to the answer.
B. Create an access level without interface visibility.
C. Create a conditional section with the answer and select an access level without interface visibility.
D. Create a conditional answer status and assign it to the answers.
E. Assign both access levels to the answer access level.
F. Create a conditional section with the answer and select an access level with interface visibility.
Answer: E,F

NEW QUESTION NO: 9
You are asked to identify how a question has been scored upon a search result.
While researching the question, you identified possible answer attributes to review.
Identify three items that affect the score of the answer and, therefore, should be reviewed. (Choose three.)
A. Status
B. Question
C. Access Level
D. Categories
E. Summary
Answer: B,D,E
Explanation/Reference:
Reference: http://communities.rightnow.com/posts/1660d784a6?commentId=7552#7552

NEW QUESTION NO: 10
Incidents received via email cannot be reopened after the MYQ_REOPEN_DEADLINEhas expired.
What is the time default set by this configuration?
A. 120 days (4 months)
B. 720 hours (30 days)
C. 365 days (1 year)
D. 168 hours (7 days)
Answer: D
Explanation/Reference:
Reference: http://communities.rightnow.com/posts/e4578155cf?commentId=69466#69466

NEW QUESTION NO: 11
You are working with a client to set up a new chat channel for their agents. Which four features would you configure in the chat workspace options? (Choose four.)
A. Wrap Up Time.
B. Prompt the agent to enter wrap up mode.
C. Set Absent Interval for how long to wait without a response.
D. Set the queue wait time interval.
E. Create/associate related incident at the beginning of chat.
F. Set Status to Solved for incidents created automatically.
G. Set the Warning time for when to notify an agent when a response is received.
Answer: A,B,E,F
Explanation/Reference:
Reference: https://docs.oracle.com/cloud/latest/servicecs_gs/FAMUG/
css_admin_chat_configuration.htm#FAMUGth_ChatConfiguration

NEW QUESTION NO: 12
An agent starts a chat conference. What must the agent do to leave the conference open between the customer and a second agent?
A. The customer must agree to new agent.
B. The original agent must transfer the lead role.
C. The original agent can exit the chat as soon as the new agent accepts the conference.
D. The original agent cannot leave the conference without closing the chat.
Answer: B

NEW QUESTION NO: 13
Your customer wants you to separate their contact records by department.
You determine that to enable this functionality, you need to implement a new custom field, and that the field will need to be available to agents to enter and maintain the values.
Select the four steps to accomplish this. (Choose four.)
A. Add a name and a column name for the new custom field.
B. Set the custom field data type to Text Field.
C. Update the Contact Workspace with the new "department" custom field.
D. Create a "department" custom field in the incident table.
E. Create a navigation set that includes the "department" custom field.
F. Create a "department" custom field in the contact table.
Answer: A,B,D,F

NEW QUESTION NO: 14
Which incident field is designed to be used by your customer to standardize tracking of how incidents are resolved?
A. SLA Instance
B. Response Message
C. Severity
D. Disposition
E. Source
Answer: D
Explanation/Reference:
Reference: http://communities.rightnow.com/posts/00e57ffa31?commentId=73242#73242

NEW QUESTION NO: 15
Your customer's "Chat Survey Score" report contains valid records; however, all of the average scores seem to be zero.
Which two steps will correct this? (Choose two.)
A. ensuring the survey questions are included in the "Chat Survey Score" report
B. adding values to the Score field in the Survey Questions
C. changing the format of the Average Score
D. updating the filters in the report
E. changing the survey questions to a Matrix type
Answer: C,E

NEW QUESTION NO: 16
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. Create a guide that takes the agent step by step to the relevant answers that the agent needs for a product return.
B. Add the guide to an answer in the answer workspace.
C. Add a workspace rule that has a trigger for when a Guide is Finished.
D. Add an Answer Display Control to the incident workspace.
E. Add a Guided Assistance Control to the incident workspace.
F. Create a workspace rule that invokes a guide based on "a field has a certain value."
G. Create a business rule that starts a guide.
Answer: B,D,F
Explanation/Reference: