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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1.
Which two statements are true about the Oracle RightNow CX Cloud Service Application button?

A) Provides context-sensitive help
B) Provides quick access to any of the interfaces defined for your application
C) Contains shortcuts for adding records and items to the knowledge base
D) Can include shortcuts to commonly used reports

2. Your customer has requested a workflow with the following requirements:
-All workflows have a return event that allows users to exit the workflow -Every return event leads to a wrap up script that is positioned just before the incident workspace -Every exit takes the agent to the incident workspace -There is a "return to script" button on the workspace to take the agent to a workspace listing all
available scripts.
Identify the requirement that could not be met.

A) The agent can exit any script in the workflow, go to the workspace, and return to the script page that they originally left from.
B) There must be a single script that all agents see to finish their conversation with the end customer.
C) The workflow must allow the agent to restart the workflow from the ending Initial workspace.
D) The workflow must take the agent to an incident workspace to finish their work.

3. What is the maximum number of special characters that can be required in a password in addition to having lower and uppercase letters, two numbers, and a maximum character length of 10.

A) 1
B) 5
C) 8
D) 6
E) 3

4. 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.

5. Your customer wants to set a disposition and add specific standard text item automatically based on a given endpoint within guided Assistant path info the response thread.
What are the two steps required to complete this request?

A) Use an Incident Business rule to fire a named event and populate the standard text to the message thread.
B) Use Agent Workflow to populate the disposition and populate the standard text based on the named event in the guide.
C) Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.
D) Create a Named Event to fire each end point of the Guide.
E) Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required on the incident workplace.

Solutions: