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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for the follow up: #120728000001
A member of your support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it."
Which two actions will allow you to identify the correct message base item if you do not know which message base you need to edit?

A) Run a message base report and search for the text string you want to change.
B) Look for the message in the receipt email body.
C) Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
D) Submit an incident to customer care.

2. Your customer would like you to alter the content and format of the emails that are sent to their end customers when response is sent.
Which three of your customer's requirements can be fulfilled through the use of interface configuration?

A) Receipt messages shouldn't be sent.
B) All emails sent must contain the response of the agent and not the customer's thread.
C) Incident messages shouldn't be sent.
D) All emails sent must be in HTML format.
E) All emails sent must have the incident reference number at the beginning of the subject.

3. Your customer would like to have the default search report (Answers - Complex Expression Search Default) on their customer portal page altered with the following requirements.
-They want the New and Update tags to be displayed for only 7 days. -They want to display the Answer's score.
Identify the two options that will enable you to complete the requirements.

A) Unhide the computed score (solved) column.
B) Update the configuration settings of ANS_NEW_INC_DURATION and ANS_UPD_INC_DURATION.
C) Change the variables for $new and $updated.
D) Delete the exceptions for New and Updated.
E) Insert the score (solved count) columns.

4. Your customer wants to implement a new business process. They have given you these requirements:
-All contacts when created will have the contacts.c$free_trial custom field set to NO (default in no
value). -All contacts will be added to organization = "Temp". -All contacts with contacts.c$free_trial = "Yes" will have an opportunity created that is assigned to
"agent 1", with a status = "Lead" and territory = EMA - United Kingdom.
Identify the three minimum rule types to be configured to meet the requirement.

A) Contact Rules
B) Organization Rules
C) Survey Rules
D) Task Rules
E) Chat Rules
F) Incident Rule
G) Opportunity Rules

5. Your customer has five active agents, one agent profile, three products, and three incident queues (queue1, queue2, and queue3).
Their incidents are directed to each queue based on their three products.
Each product is assigned a unique queue.
The priority of queue to be worked are queue 1, queue2, and queue3.
Identify which two items will solve this problem.

A) Create a new agent profile that has a reverse queue order and assign at least one agent to the new profile.
B) Create an escalation rule for the agent profile to "First Due".
C) Change the pull policy for the agent profile to ""First Due.
D) Change the full policy for the agent profile to manual and instruct at least one of the agents to pull queue3.

Solutions: