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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 has requested a workflow with the following requirements:
-All workflows have a return event that allows users to exit the workflow -Every return event leads to a wrap up script that is positioned just before the incident workspace -Every exit takes the agent to the incident workspace -There is a "return to script" button on the workspace to take the agent to a workspace listing all
available scripts.
Identify the requirement that could not be met.

A) The workflow must allow the agent to restart the workflow from the ending Initial workspace.
B) The agent can exit any script in the workflow, go to the workspace, and return to the script page that they originally left from.
C) The workflow must take the agent to an incident workspace to finish their work.
D) There must be a single script that all agents see to finish their conversation with the end customer.

3. Identify the three options available on the deployment screen in customer portal.

A) Promote
B) Production
C) Develop
D) Stage
E) Rollback

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

5. When an incident is opened, your customer would like to have different workspaces open based on the six products that can be selected when an incident is submitted from the Ask A Question customer portal page.
When designing the workflow used to complete this requirement, which three elements are necessary?

A) Set Fields
B) Decision
C) Workspace
D) Entry Point
E) Load

Solutions: