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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Select the six actions that initiate the business rules engine to run its configured logic.

A) A customer updates their contact details via the end-user pages.
B) The rules engine is updated.
C) An agent creates or edits an answer.
D) A customer adds more information to their incident via the end-user pages
E) A customer asks a question on the end user portal.
F) An agent edits an opportunity.
G) An administrator compiles the rules engine.
H) An agent edits contacts, incidents, organizations, or tasks.

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

3. View the Exhibit.

Your customer has "Gold" level SLAs being applied to organization automatically with an organization rule.
After six months the business decides to reduce the turnaround time for the response.
Instead of responding in 24 hours yours agents need to respond to the end customers within the
business hours.
You modify the Gold SLA to reflect this change but you notice that the SLA reports are still using a
24 hours response time.
Which statement is correct?

A) You have not activated the rules so the updated SLAs are not being applied.
B) Updating the SLA will not automatically update the organization's SLA.
C) The SLA reports will need to be modified to use the new SLA.
D) Your site has been corrupted with "Ghost" SLAs (See Exhibit).

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

5. Your customer was reviewing published answers in their knowledgebase.
They noticed that several of the answers had irrelevant answers listed in the "Answers other found helpful" section of the answer detail page.
What step is required to eliminate the individual irrelevant answers?

A) Delete the irrelevant answers from Sibling Answers.
B) Remove the related answers widget from the Customer Portal page.
C) Block the irrelevant answers from Learned Links.
D) Remove the irrelevant answers from manually related answers.

Solutions: