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Fusion Service Explorer

Fusion Service Explorer

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29 views5 pages

Fusion Service Explorer

Fusion Service Explorer

Uploaded by

federicoapolinar46
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Fusion Service Explorer

1. What happens if the timer for an incoming chat runs out?

The Incoming Chat window keeps on showing the customer's


chat request

The chat is disconnected

The chat is routed to the team leader or manager

The chat is routed to another agent in the queue

2. What would the presence setting be when chat notifications are


sent to the agent?

Turned Off

Offline

Available

Busy

3. Which type of actions can be seen by the customer?

Internal

Private

External

Public

4. What is the message type for information transcribed by the


agent while interacting with a customer?

Forward

Customer Entry

Internal Note

Response

5. Which view should be selected to list all SRs assigned to you and
not closed yet?

Open Service Requests Not Assigned to a Queue

Open Service Requests Created by Me


My Open Service Requests

All Open Service Requests

6. Which mobile application can be used to manage service


requests?

Oracle CX Mobile

Oracle Social Network

Oracle CX Retail Execution

7. A good practice is to assign resources that are qualified to


handle SRs that are assigned to a queue.

False

True

8. You can add multiple contacts to a service request, who can view
and update the service request.

True

False

9. Which type of queue contains work items that do not match any
of the defined assignment rules?

Default Queue

Manual Queue

Online Queue

Automatic Queue

10. While creating or editing an SR, which of these are the available
actions? (Choose two)

Reply

Run Queue Assignment

Cancel

Assign to Me
11. Which of these is a real-time, self-service reporting solution
bundled with Oracle CX Sales and Fusion Service?

Oracle Transactional Business Intelligence

Smart View Reports

BI Publisher

Service Infolets

12. Where do you record all incoming and outgoing calls from
customers?

The record history of the customer record

The chat history of the customer record

The interaction history of the customer record

The communication history of the customer record

13. Which of the following types of activities can be created for a


service request? (Choose two)

A Social Post

A Task

An appointment

An Instant Message

14. Which page is used to add, clone, and delete Private set
SmartText entries?

Personalize SmartText page

Edit SmartText page

Format SmartText page

Manage SmartText page

15. What will happen if there is an SLA and a time is selected


outside the resolution due? (Choose two)
A warning message appears mentioning that the time is outside the
SLA

An error message appears, preventing any further entry on the page

The user is returned to the Create Work Order page

All fields appear as read-only

16. Which section of Queue Dashboard displays data related to all


real-time work items in a queue?

Scheduled Processes

Queues Dashboard

Interactions grid

Service Request List

17. What is the purpose of adding an action plan to a service


request?

To enable SRs in satisfying any active rule

To help assigning SRs to a queue

To facilitate resolving SRs

To help create SRs

18. Which type of keys enable you to execute actions directly using
keyboard shortcuts?

Control keys

The Button access keys

The Action command keys

Function keys

19. Which type of queue contains work items that do not match any
of the defined assignment rules?

Automatic Queue
Manual Queue

Default Queue

Online Queue

20. You can add multiple contacts to a service request, who can
view and update the service request.

False

True

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