Which two special characters can be used as wildcard values when searching for Key values in the configuration settings? (Choose two.)

A. ^

B. @

C. !

D. #

E. $

F. %

G. and

H. *

Your customer would like to automatically create incidents for any comments created on Social Media sites.

Which two Social Media options are available to create incidents in Oracle Service Cloud? (Choose two.)

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 supports three different brands and needs to be able to send and receive emails using differently branded emails.

The end customers may not know that the three brands are supported by the same company or that the Oracle RightNow CX Cloud Service is being used.

Identify the three configurations that must be made to enable this requirement. (Choose three.)

A. Use the custhelp.com email address as the Reply To address.

B. Create three service mailboxes on the console, and use SMTP forwarding from your customer's mail server.

C. Use SMTP Forwarding from your customer's mail server to the default service mailbox.

D. Use the Friendly From/ Branded Address.

E. Use your customer's branded email address as the Reply To address.

Your customer wants to send out a post incident survey using a business rule. Which two options would prevent them from completing their rule? (Choose two.)

A. The rule contained a Send Email Response to Sender action within the Then statement.

B. No transactional survey has been created, so the "Send Transaction Survey" action is not available.

C. A "Transition State" action was added in the rule before the "Send Transaction Survey" was added so the action button is no longer available.

D. The "IF" condition section includes a check of the previous status.

E. The rule was created in a function state as opposed to a normal rule state.

Your customer has decided to enable an existing Custom Object to be used by the new "Tech Support" profile.

Which two options outline the steps that will enable the "Tech Support" profile to utilize the custom object? (Choose two.)

A. Update profile permissions/deploy custom object/add to workspace

B. Update custom object permissions/update profile permissions/deploy custom object

C. Update custom object permissions/deploy custom object/add to workspace

D. Update profile permissions/add to workspace

E. Update custom object permissions/add to workspace

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 in place:

Requirements:

They have asked that no customization be part of the new workspace.

Identify three requirements that are met using standard product features within the workspace. (Choose

three.)

A. After the product has been set in the workspace, open up the applicable tab automatically for the agent to view.

B. Create tabs for each product linking to the product information page on the customer's website.

C. Capture the Last and First names from the email text and map them to contacts.last_name and contacts.first_name fields.

D. Capture the "Product" field from the email and populate the product in the incidents.prod_id field.

E. Create a tab with "Risk Management" data consisting of custom fields and custom object data, and hide it from all standard agents.

Your customer has a report that seems to be showing a variety of duplicate records. You checked the filters and they are correct. You checked the database and there are not duplicate records in the database that correspond to the duplicates that the report is showing.

How would you resolve this issue?

A. Add an additional report filter around the field that seems to be duplicating.

B. Create a Group Filter in the Level menu options.

C. Create a Level Filter in the Level menu options.

D. Add a roll-up element to the report.

E. Add a data slice element to the report.

F. Select Group Results in the Level menu options

You are working with multiple interfaces.

Which four objects/items are shared across interfaces? (Choose four.)

A. Configuration Settings

B. Staff Accounts

C. Navigation Sets

D. Profiles

E. Workspaces

F. Reports

G. Custom Objects

H. Business Rules

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

Identify the seven data types that are available as custom fields. (Choose seven.)

A. Multi Select Menu

B. Float

C. Menu

D. Text Field

E. Date/Time

F. Currency

G. Date Field

H. Text Area

I. Integer

J. Yes/No