Oracle RightNow CX Cloud Service 2012 Essentials: 1Z0-465

You are updating the "Salesman" profile in a site where a new custom object has been created called CO.Salesman.

Your customer has requested their salesman to update record in this custom object.

What two settings in the "Salesmen" profile have to be updated to allow them access?

A. Contacts Tab: Select the Edit check box for Sales.

B. Custom Objects Tab: select the Read check box for package Name "CO" and object Name "Salesman".

C. Service Tab: select the Add/Edit check box for incidents.

D. Custom Objects Tab: select the update check box for package Name "CO" and object name "Salesmen"

E. Add a workspace for the Salesmen custom object.

F. Sales Tab: select the Edit check box opportunities.

G. Update the workspace for Opportunities.

Your customer runs a 24/7 call center and has a policy starting that incidents that agent's solved by the end of an agent's shift should be moved out of that agent's inbox to be worked by another active agent.

Which two actions will accomplish this?

A. The agent does a multi-edit update for all incidents in their inbox and changes the assigned field to full.

B. The agent reassigns each incident to another agent before they log off.

C. Add a business rule that when an agent logs out, the Assigned field should be set to null for any unresolved incidents for that agent.

D. Create a workspace rule that sets the Assigned field to null when an agent logs out.

Your customer would like to classify their incidents by the hierarchy of services they provide, and will route customer web form incidents to agents according to the type of help selected and by service in the hierarchy.

Select the two statements that would satisfy these requirements.

A. Use the product field to identify the services and the disposition field to identify the customer's incident type of help.

B. Use the product field to identify the services and the category field to identify the customer's incident type of help.

C. Use the product field to identify the services and an incident custom field to identify the customer's incident type of help.

D. Use the category field to identify the customer's incident type of help, and an incident custom field to identify the services.