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

2. 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) Block the irrelevant answers from Learned Links.
C) Remove the related answers widget from the Customer Portal page.
D) Remove the irrelevant answers from manually related answers.

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

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

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

Solutions: