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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer requested that you create a new report and make it available in the agent's navigation set.
You create the report and add it to the agent's navigation set. However, the agents cannot see the new report.
Select three actions you must perform to identify the reason the report does not display for the agents.

A) Review the filters in the report to ensure the Assign field selection is set to Logged In.
B) Request the agents to log off and log back on.
C) Check the Customize Navigation Sets selection.
D) Validate the Analytics permissions set for the report
E) Review the navigation set in the profile to ensure it matches the navigation set you updated.
F) Verify that profile permissions in Service has a check for "Read" under Incidents.

2. You have created variables for your customer address to be used throughout their system
What three pieces of functionality will allow the use of these variables?

A) Incidents
B) Workflow
C) Standard text
D) Agent Scripting
E) Answers
F) Incident Rules

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

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

5. Which example requires the use of a one to many, parent child custom object application?

A) Your customer wants to keep track of the end customer's Customer identification Number
B) Your customer wants to keep track of all the cars the end customers drive.
C) Your customer has stated that they want to track when end customers are contacted by sales associates.
D) Your customer has stated that they want to report on end customers that have similar attributes.

Solutions: