Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer has five different incidents queues:
-Help -Tier 2 -Escaped -Accounting -VIP The Help and VIP queues have the quickest response goals.
Which two configurations will ensure that an agent's profile pulls incidents assigned these queues first using a single agent profile?

A) Create an agent profile to only work these two queues.
B) Use the First Due Pull Policy
C) Use the Strict Priority Pull Policy
D) Add all five queues to the agent's profile.
E) Add all five queues to the agent's profile with Helper and VIP being the first two in the list.

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

3. Your customer has two different types of end customers that will be visiting their knowledgebase website.
The types are "public customers" and "registered customers".
They would like to present additional knowledgebase answers to the registered customers.
Choose the two statements required to set up this type of environment.

A) Set up an access level without customer visibility and assign it to the registered customer answers.
B) Create special Products and Categories for the registered customer answers.
C) Ensure registered customers in to the knowledgebase website and are assigned a service level with the access level to their account.
D) Set up an access level without customer visibility and assign it to all the customer answers.
E) Create a special public answer status for the registered customer answers.

4. Your customer's site consists of four business units using four different interfaces.
To avoid any configuration changes affecting other business units they have created four test environments for all system changes to be deployed and tested for each business unit before moving and changes into production.
Following the standard deployment method, how many deployments (excluding the copy between environments) must take place for the changes to be live in production, if they are customer portal changes for each of the four interfaces on each of the four environments?

A) 34
B) 36
C) 30
D) 32
E) 28
F) 40
G) 38

5. Your customer's "Chat Survey Score" report contains valid records; however all of the average scores to be zero.
What two steps will correct this?

A) Add values to the Score field in the Survey Questions.
B) Ensure the survey's questions are included In the "Chat Survey Score" report.
C) Change the format of the Average Score.
D) Refresh the Chat Survey report.
E) Update the Filters in the report.
F) Change the Survey questions to a Matrix type.

Solutions: