Oracle 1z1-325 Exam : Oracle RightNow Cloud Service 2016 Implementation Essentials

When an incident is opened, your customer would like to have different incident 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?
(Choose three.)

• A. Entry Point
• B. Decision
• C. Workspace
• D. Load
• E. Set Fields

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. Create a conditional answer status and assign it to the answers.
• B. Assign both access levels to the answer access level.
• C. Create a conditional section with the answer and select an access level without interface visibility.
• D. Create an access level without interface visibility.
• E. Assign the access level without interface to the answer.
• F. Create a conditional section with the answer and select an access level with interface visibility.

An agent has mistakenly closed their quick search menu and it is no longer displayed on their desktop. Which two paths are required to display the quick search navigation again? (Choose two.)

• A. Configuration/Application Appearance
• B. File Menu/Options
• C. Navigation Pane/Quick Search
• D. Tools Menu/Quick Search
• E. File Menu/Links

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 business rule that starts a guide.
• B. Add an Answer Display Control to the incident workspace.
• C. Add a workspace rule that has a trigger for when a Guide is Finished.
• D. Add a Guided Assistance Control to the incident workspace.
• E. Create a guide that takes the agent step by step to the relevant answers that the agent needs for a product return.
• F. Add the guide to an answer in the answer workspace.
• G. Create a workspace rule that invokes a guide based on "a field has a certain value."

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. Create a "department" custom field in the contact table.
• B. Update the Contact Workspace with the new "department" custom field.
• C. Create a "department" custom field in the incident table.
• D. Set the custom field data type to Text Field.
• E. Create a navigation set that includes the "department" custom field.
• F. Add a name and a column name for the new custom field.