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

2. Your client has VIP customers (all of which have a custom contact field of VIP to 'Yes'). They want to offer these customers a higher priority service on Chat.
You intend to do this with a VIP queue.
Which three steps do you also need to perform?

A) Create incident rules so that contacts with the VIP field set to 'Yes' are routed to the VIP queue.
B) Set the Pull Policy to manual.
C) Move the VIP queue to the top of the top queue list.
D) Create a rule to set an SLA.
E) Add the VIP queue to the profile of the agents that are taking chats.
F) Create chat rules so that contacts with the VIP field set to 'Yes' are quoted to the VIP queue.

3. Your customer has special business process where their agents will put incidents into a waiting status for a period of one week on a regular status basis.
Your customer would like these incidents to remain in the waiting status until the agent has finished researching the incidents(s).
Your customer does not want these incidents to close until 7 calendar days have passed.
Which configuration setting needs to be modified form its default value in order to prevent the system from closing the waiting incident automatically?

A) CI_HOURS
B) DORMANT_INCIDENTS
C) MYQ_REOPEN_DEADLINE
D) CI_WAITING_CALC_DAYS
E) PURGE_DELETE_INCIDENTS

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

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

5. You are creating several new standard bead entries and want to use variables in your standard text.
What is the difference between "Variable" and "$"?

A) Variable pulls in a dynamic value from the database and $ is a fixed variable.
B) $ allows the agent to enter a value and Variable is a fixed value.
C) Variable is a fixed value and $ pulls in a dynamic value from the database.
D) Variable pulls in a dynamic value from the database and $ allows the agent to enter a value.
E) $ pulls in a dynamic value from the database and Variable allows the agent to enter a value.

Solutions: