Oracle RightNow Cloud Service 2016 Implementation Essentials: 1Z0-325

Your customer has two types of end customers that will be visiting their knowledgebase website: public

customers and registered customers.

They would like to present additional knowledgebase answers to the registered customers.

Choose the three statements required to set up this type of environment. (Choose three.)

A. Create a special public answer status for the registered customer answers.

B. Ensure registered customers sign in to the knowledgebase website.

C. Set up an access level without customer visibility and assign it to the registered customer answers.

D. Create special Products and Categories for the registered customer answers.

E. Set up an access level without customer visibility and assign it to all the customer answers.

F. Ensure each registered Customer has the correct service level with this access level assigned to their account.

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

During your customers' busiest hours, it is common for a supervisor to move agents from one queue to another to attend to more critical incidents.

Which four options allow the supervisor to meet this Requirement? (Choose four.)

A. The supervisor could include or exclude queues from the agent's profile and the agent can log out and log back in.

B. The supervisor adds a business rule that sets the queue.

C. The supervisor could manually change the queue of a group of incidents to the queue the agents are working.

D. Agents have access to a custom report that can filter and display all queues as directed by the supervisor.

E. The supervisor can delete a queue, so any incidents in that queue will requeue.

F. Agents can remove SLAs from the Organization records.

G. Agents can log out of the console and log in again with a different user account with access to the needed queue.