Which are two true statements about chat surveys?
A.
You can create a chat rule to email a transactional survey to the customer at the end of a chat.
B.
Sending a link to a survey can only be done by the agent during or at the end of chat.
C.
You can create a chat rule to pop up a transactional survey at the end of a chat.
D.
When displaying a link to a chat survey, customer information cannot be linked back to the chat.
Explanation:
Note:
* Chat Surveys
Oracle RightNow Chat Cloud Service facilitates real-time chat sessions between your agents and
customers visiting your Website. Completion of a chat session is a prime time to gather feedback
measuring the effectiveness of the chat channel and to gain deeper insight into your online
customer experience. Configurable chat business rules enable you to present customers with a
Website link survey when the chat session is complete or when the chat is canceled (C). A
transactional survey may also be e-mailed to the customer after the chat is completed instead of
“popping” the survey to the screen. (A)
* As part of the Oracle RightNow CX Cloud Service solution, there are at least 11 different ways to
listen to your customers: transactional surveys, broadcast surveys, Website link surveys, chat
surveys, voice surveys, surveys by proxy, answer feedback, site feedback, social monitor, support
community, innovation community, and periodic review of incidents.
Ans is : A & B
Both website link and transactional surveys can be distributed to customers to gather feedback during or after a chat session. This includes the ability to either send an invitation message to the customer containing a link to the survey during the chat session (website link survey) or popping a browser window containing a survey at the end of the chat session (transactional survey). Customer responses to the surveys are linked back to the chat session to facilitate reporting
The B option states that sending a link to a survey can only be done by an agent and that is not true according to the documentation as stated:
Core Features > Business Rules Management
Send Survey When Chat Completes – Select this action to send a transactional survey when a chat session ends. You can select the survey you want to send, and the period of time to wait before the survey is sent.
Pop-Up Survey when Chat Completes – Select this action to open a website link survey in a new window when a chat session ends. You can select the survey you want to display and the percentage of times you want to show the survey.
So it seems that A and C and Correct.
C is not ok, because transactional survey is sent only by email
Transactional surveys let you survey customers when an event occurs. When a transactional survey is triggered, the system sends your customer an email message that links to a survey on a web page. You can send the email as part of a campaign or as a part of a contact, opportunity, incident, or chat rule. For example, when an incident is closed, a rule can send a survey to the incident’s primary contact to find out how satisfied the contact was with your customer service.