Correct Answer: ABDF

Note:

*Custom Fields

Custom Fields are created in the knowledge base to allow the collection of business- specific information, to best meet the organization's needs.

After being created, custom fields can be added to workspaces(D)and scripts, be used as search filters in reports, or as audience filters in RightNow Marketing and RightNow Feedback.

When creating a custom field, Admins can specify whether it is visible and editable on the Agent Desktop and, for some custom fields, visible and available to gather details on the Customer Portal.

Admins can also specify a data type for the field, choose whether the field is required or not, and set a default value.

Text field data types allow you to create an input mask to require that information entered in the field matches a defined format.

When Admins add or edit custom fields, those modifications may be completed in real time or scheduled and performed in the background.

*When adding custom fields, there are several visibility options. The visibility options define where and how custom fields are presented on the Agent Desktop and the Customer Portal. For example, you can make a contact custom field

visible to staff members when adding an incident, but restrict their ability to edit it.

Custom fields with end-user visibility are displayed on the Customer Portal. If you display a custom field that is not editable by customers, it does not appear on the Ask a Question page. There are other ways to determine visibility on the

Customer Portal, such as widgets and page code.

Answer, incident, contact, opportunity, organization, sales quotes, and tasks custom fields must also be added to the appropriate record's workspace.

Correct Answer: AE

Correct Answer: E

Explanation: Products and categories organize data in the same ways, and you can choose to use either or both when you configure RightNow Service. If you use both, incidents and answers can be organized into specific classifications, and customers can search for answers using product and category filters. You can create up to 6 levels each of products and categories and specify the number of levels agents must enter when working with incidents.

Correct Answer: CD

Note:

*For customers, Oracle RightNow Guided Assistance Cloud Service provides these benefits:

/It can be positioned where customers need help--on a Web page or in an answer. /Guides can be deployed in multiple locations across your Website. /Guides can be delivered on a PC or any Web-enabled mobile device with a modern

JavaScript-enabled browser.

*Customers can access Oracle RightNow Guided Assistance Cloud Service via a link on either Oracle RightNow Customer Portal Cloud Service or another Web page. To assist consumers, the guides created with Oracle RightNow Guided

Assistance Cloud Service can be embedded in answers and include links to chat and other communication channels. Agents can access Oracle RightNow Guided Assistance Cloud Service whether they're serving customers via phone, chat,

or e-mail. Agents can then include guides (which can be triggered by workspace rules) and related answers in chat and e-mail responses. With Oracle RightNow Customer Portal Cloud Service, it's easy for agents to find the most appropriate

guide.

Correct Answer: BE