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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. 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.

3. Your customer runs a 24/7 call center and has a policy starting that incidents that agent's solved by the end of an agent's shift should be moved out of that agent's inbox to be worked by another active agent.
Which two actions will accomplish this?

A) Create a workspace rule that sets the Assigned field to null when an agent logs out.
B) The agent does a multi-edit update for all incidents in their inbox and changes the assigned field to full.
C) Add a business rule that when an agent logs out, the Assigned field should be set to null for any unresolved incidents for that agent.
D) The agent reassigns each incident to another agent before they log off.

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. Your customer would like to classify their incidents by the hierarchy of services they provide, and will route customer web form incidents to agents according to the type of help selected and by service in the hierarchy.
Select the two statements that would satisfy these requirements.

A) Use the category field to identify the customer's incident type of help, and an incident custom field to identify the services.
B) Use the product field to identify the services and an incident custom field to identify the customer's incident type of help.
C) Use the product field to identify the services and the disposition field to identify the customer's incident type of help.
D) Use the product field to identify the services and the category field to identify the customer's incident type of help.

Solutions: