Oracle RightNow Cloud Service 2016 Implementation Essentials - 1z0-325

Your customer would like a report that details out the response and resolution times of all their agents.
* They have an agent response target of 5 minutes, and a resolution target of 24 hours.
* Their call center is open from 8:00AM - 5:00PM, Monday through Friday.
* They only want to measure agents against these targets during working hours.
* They are closed for all United States national holidays and would need to exclude those from the report.
Select the five steps that will configure the system to meet your customer's reporting requirements. (Choose five.)

• A. Set the Response Time Variable to 1440 minutes in Variables.
• B. Set the working hours Service Intervals in Response Requirements.
• C. Add National Holidays to the system in Holidays.
• D. Edit the incident reports to include their Response Requirements.
• E. Select the Holidays Observed in Response Requirements.
• F. Set the Resolution Time to 1440 minutes in Response Requirements.
• G. Set the Response Time Variable to 5 minutes in Variables.
• H. Set the Response Time to 5 minutes in Response Requirements.

You want to find all Message Base entries that include the two words "create" and "incident." Which is the correct format for your search in the KEY field?

• A. %create incident%
• B. %create% | %incident%
• C. %create% & %incident%
• D. create%incident
• E. %create%incident%

Your customer has team leads who are responsible for creating business rules and managing staff accounts.
However, they should not be allowed to create or modify any profiles.
Which two options can be used to configure the Navigation Set for these team leads? (Choose two.)

• A. Add the Configuration items of Rules and the Staff Account by Group report into the Home Tab and remove the default Navigation Set.
• B. Create a navigation set that only has "Rules" and all "Staff Management" items in the Navigation Set.
• C. Keep the default Configuration Items in the Navigation Set and let the profile handle this.
• D. Add the Configuration items of Workspaces/ Workflows, Rules and the Staff Account by Group report into the Home Tab and remove the default Navigation Set.

You are creating several new standard text entries and want to use variables in your standard text.
What is the difference between "Variable" and "$"?

• A. Variable pulls in a dynamic value from the database and $ allows the agent to enter a value.
• B. Variable pulls in a dynamic value from the database and $ is a fixed variable.
• C. $ pulls in a dynamic value from the database and Variable allows the agent to enter a value.
• D. Variable is a fixed value and $ pulls in a dynamic value from the database.
• E. $ allows the agent to enter a value and Variable is a fixed value.

During requirements gathering, your customer determines that since they will be directing customers to the support pages from their website, they would like the default Home page to be removed.
Which three of the available options are required to complete this requirement? (Choose three.)

• A. Update the config verb CP_HOME_URL.
• B. Delete the home.php file from the customer portal site.
• C. Update the config verb CP_LOGIN_URL.
• D. Remove the "Home page" navigation option from the template file.
• E. Update the site.css file to remove references to the Home page.