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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.
Your customer wants to set CI_HOURS to 720 but they don’t want to notify customers when the
incident status automatically changes.
Which Contact Email Message should be turned off?
A. Incident Solved
B. Incident Waiting
C. Incident Closed
D. Incident Unresolved
E. Question Receipt
F. Rule Email
Your customer would like to automatically create incidents for any comments created on Social
Which two Social Media options are available to create incidents in Oracle Service Cloud? (Choose
A. Google Plus Comments
B. Instagram Comments
C. Facebook Public Personal Page Comments
D. Twitter Public Comments
E. YouTube Comments
F. Twitter Private Messages
G. Facebook Fan Page Comments
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
Your customer would like to run incident reports with up to five years of data on incidents and
activity for a given agent regardless of whether an agent has left the company.
Your customer reuses licenses after staff members leave the company and will need to continue that
Your customer is not sure what they need to do to keep from deleting data for agents that have left
Identify which option would allow your customer to administer the staff accounts to enable the
reporting abilities they require.
A. Disabled from Assignment
B. Disabled from Assignment and Report Filters
C. Permanently Disabled
D. Do not disable, but lock the staff account.
E. Reassign the old incidents to another staff account called Former Employee.
Your customer has а single Service Level Agreement and applies the Service Level Agreement called Reseller when a contact is a reseller of their services. These end customers often have their own ticketing system, and in order to capture the reseller’s ticket number, the customer has requested that their Ask page be updated to include an External Ticket Number custom field only when the logged in contact has a Service Level Agreement that only a reseller would have. Which two widgets or tags are used to complete your customer’s request? (Choose two.)
A. Use the “FormInput” widget.
B. Use the “Conditional” tag with an “sla” attribute.
C. Use the “FormInputCustom” widget.
D. Use the “FormSubmit” widget.
E. Use the “Field” tag with the “name” attribute.
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