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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

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

2. Your customer's "Chat Survey Score" report contains valid records; however all of the average scores to be zero.
What two steps will correct this?

A) Change the format of the Average Score.
B) Refresh the Chat Survey report.
C) Ensure the survey's questions are included In the "Chat Survey Score" report.
D) Add values to the Score field in the Survey Questions.
E) Update the Filters in the report.
F) Change the Survey questions to a Matrix type.

3. 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.

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

5. Your customer has two different types of end customers that will be visiting their knowledgebase website.
The types are "public customers" and "registered customers".
They would like to present additional knowledgebase answers to the registered customers.
Choose the two statements required to set up this type of environment.

A) Create special Products and Categories for the registered customer answers.
B) Set up an access level without customer visibility and assign it to all the customer answers.
C) Create a special public answer status for the registered customer answers.
D) Set up an access level without customer visibility and assign it to the registered customer answers.
E) Ensure registered customers in to the knowledgebase website and are assigned a service level with the access level to their account.

Solutions: