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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. How many levels can Products, Categories, and Dispositions have in each hierarchy?

A) 5
B) 4
C) 2
D) 3
E) 6

2. Your customer has created a new script and has deployed it to the agents in their call center within their incident workflow.
They have noticed an issue that all of their agents cannot end the script of the places that were designed to.
Identity the two reasons for this.

A) There are no script beginning and ending buttons enabled for the script pages.
B) There are no exit or finished events being triggered on the script pages.
C) There are no return events listed in the incident workflow for the script to use.
D) The agents cannot get to the pages where they can end the script.

3. Your customer has asked you to configure profiles for an Oracle RightNow CX Cloud Service
Engine implementation.
Your customer's requirements:
-There will be two queues.
-All incidents will be pulled by the agents.
-Delivery is based on the due date assigned to the incident.
-No agent will be allowed to work on more than five incidents at a time.
Select two configurations needed to accomplish this.

A) Set Pull Policy to Strict priority
B) Set Pull Quantity to 5
C) Set Pull Quantity to 2
D) Set Pull Policy to First Due
E) Set Inbox Limit to 2
F) Set Inbox Limit to 5
G) Set Pull Policy to Manual

4. Your customer has asked that all of the knowledge base answers be updated with new address and contact details.
There are about 500 answers existing to date and your client informs that they will be moving again at the end of the year and do not have the man power to keep this up to date on an ongoing basis.
Your client has three interfaces for each of their lines business that will all have different information.
What do you tell your client to configure?

A) Search for all answers with the address and update them.
B) Create variable and update all answers to include it.
C) Create a standard text to include the new addresses and update all the answers to include it.
D) Call support and have them run a search and replace on the database.

5. Your customer is going to have three brand-related incident queues.
They need to do an order routing of incidents created through an email channel to different queues.
Identify the correct options to configure your routing rules for initial routing.

A) Create a rule to route to each brand queue from the corresponding service mailbox in the "initial" state.
B) Create a rule where if a subject contains the brand name, it should be routed to a brand queue.
C) Create a rule where the sender's domain = a branch, route the incident to the matching brand.
D) Create a rule to route to each brand queue from the corresponding service mailbox in the "progress" state.

Solutions: