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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer is going to have three brand-related incident queues.
They need to do an order routing of incidents created through an email channel to different queues.
Identify the correct options to configure your routing rules for initial routing.

A) Create a rule to route to each brand queue from the corresponding service mailbox in the "initial" state.
B) Create a rule where the sender's domain = a branch, route the incident to the matching brand.
C) Create a rule where if a subject contains the brand name, it should be routed to a brand queue.
D) Create a rule to route to each brand queue from the corresponding service mailbox in the "progress" state.

2. Your customer's agent is using the Co-Browse feature with an end customer who is using a Mac.
The Co-Browse is displaying an error and will not work. What action must the agent take to allow Co-Browse to work on Mac OS?

A) Instruct the end customer to enable Java on their Mac.
B) Nothing, Co Browse is not supported for a Mac OS.
C) Have the customer use the IE browser.
D) Have the customer clear their browser cache and try again.

3. Your customer wants to measure agent performance based on feedback from their end customers.
If you end customer provides negative feedback, their incident needs to be reopened automatically. Identify three tasks to fulfill these requirements.

A) Assign score to the survey questions and set the status field based on the values of the responses.
B) Set an incident business rule to send the survey when an incident is closed.
C) Schedule a survey to run on a daily basis.
D) Create a transactional survey.
E) Create a new queue for unhappy customers.
F) Create a report of survey responses.
G) Create a broadcast survey.

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

5. Incident #120703-002539 was submitted on Tuesday, July 3, 2012 at 1:00 pm.

At what time the initial Response Due (incidents.rel_due) field be stamped using the response requirements shown?

A) Thursday, July 5, 2012 at 12:00 pm
B) Tuesday, July 3, 2012 at 9:00 pm
C) Saturday, July 7, 2012 at 12:00 pm
D) Wednesday, July 4, 2012 at 12:00 pm
E) Thursday, July 5, 2012 at 1:00 pm

Solutions: