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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer would like some changes to be made in the incident workspace. Which three changes can be made by using workspace functionality?

A) Right justify all field labels on the workspace
B) Copy the value in the Queue menu to a custom field.
C) Change the color of the Banner Flag based on the incident's severity.
D) Conditionally hide specific product items based on the logged in staff account's profile.
E) Focus on a specific workspace tab based on the value of a custom field.

2. 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 Agent Workflow to populate the disposition and populate the standard text based on the named event in the guide.
B) 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.
C) Use an Incident Business rule to fire a named event and populate the standard text to the message thread.
D) Create a Named Event to fire each end point of the Guide.
E) Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.

3. Your customer wants agents to automatically receive an incident private note that explains how to handle specific responses from customers.
These incidents would be identified by specific terms in the subject line.
Select three steps needed to accomplish this.

A) Add the Standard Text as Private Note to Thread in the workspace rule.
B) Add a workspace rule that checks for identified terms in the subject line.
C) Create Standard Text with instructions.
D) Use an Incident Business Rule to append standard text to the uncommitted response buffer.
E) Use an Incident Business Rule to append standard text to Customer Thread.

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

5. Your customer has asked you to create a report that shows all incidents opened within the past month.
The report should show the following columns:
-Number of incidents opened in the past month -Number of incidents opened in the past week -Number of incidents opened in the past day
Which two functions are needed in the expressions to create the three columns?

A) IF
B) NVL
C) AVG
D) SUM
E) DECODE

Solutions: