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1. Your customer would like to run incident report with up to five years of data on incidents and activity for a given agent regardless of whether an agent has left the company.
Your customer is not sure what they need to do to keep from deleting data for agents that have left the company.
Identify which option would allow your customer to administer the staff accounts to enable the reporting abilities they require.

A) Disabled from Assignment and Report Filters
B) Reassign the old incidents to another staff accounts called Former Employee
C) Permanently Disabled
D) Disabled from Assignment
E) Do not disable, but lock the staff account

2. 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) Custom Objects Tab: select the update check box for package Name "CO" and object name "Salesmen"
B) Contacts Tab: Select the Edit check box for Sales.
C) Add a workspace for the Salesmen custom object.
D) Update the workspace for Opportunities.
E) Custom Objects Tab: select the Read check box for package Name "CO" and object Name "Salesman".
F) Sales Tab: select the Edit check box opportunities.
G) Service Tab: select the Add/Edit check box for incidents.

3. Referring to custom fields in the system, identify the column identifier that indicates it is a custom field.

A) CF$
B) CO$
C) $C
D) C$
E) RN$

4. 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 SMTP Forwarding from your customer's mail server to the default service mailbox.
B) Use the Friendly From/Branded Address.
C) Create three service mailboxes on the console, and use SMTP forwarding from your customer's mail server.
D) Use the custhelp.com email address as the Reply To Address.
E) Use your customer's branded email address as the Reply To address.

5. When an incident is opened, your customer would like to have different workspaces open based on the six products that can be selected when an incident is submitted from the Ask A Question customer portal page.
When designing the workflow used to complete this requirement, which three elements are necessary?

A) Entry Point
B) Workspace
C) Set Fields
D) Load
E) Decision

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