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Select the six actions that initiate the business rules engine to run its configured logic.

• A. An agent edits an opportunity.
• B. The rules engine is updated.
• C. A customer updates their contact details via the end-user pages.
• D. An agent edits contacts, incidents, organizations, or tasks.
• E. A customer asks a question on the end user portal.
• F. A customer adds more information to their incident via the end-user pages
• G. An agent creates or edits an answer.
• H. An administrator compiles the rules engine.

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

• 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 your customer's branded email address as the Reply To address.
• E. Use the Friendly From/Branded Address.

Your customer wants to measure agent performance based on feedback from their end customers.
If you end customer provides negative feedback, their incident needs to be reopened automatically. Identify three tasks to fulfill these requirements.

• A. Create a report of survey responses.
• B. Schedule a survey to run on a daily basis.
• C. Assign score to the survey questions and set the status field based on the values of the responses.
• D. Create a broadcast survey.
• E. Create a transactional survey.
• F. Set an incident business rule to send the survey when an incident is closed.
• G. Create a new queue for unhappy customers.

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

• A. Integer
• B. Yes/No
• C. Currency
• D. Menu
• E. Date Field
• F. Float
• G. Text Area
• H. Text Field
• I. Date/Time
• J. Multi Select Menu

A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for the follow up: #120728000001
A member of your support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it."
Which two actions will allow you to identify the correct message base item if you do not know which message base you need to edit?

• A. Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
• B. Run a message base report and search for the text string you want to change.
• C. Submit an incident to customer care.
• D. Look for the message in the receipt email body.