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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. How many levels can Products, Categories, and Dispositions have in each hierarchy?

A) 2
B) 4
C) 6
D) 3
E) 5

2. You customer has added a new interface and requests that you set up three navigation sets and associate them with three profiles.
You log in with your original credentials and add the navigation sets.
When you edit the profile and select the dropdown for the new navigation set you don't see the navigation sets you just added.
Why can't you see the navigation set that should be displayed?

A) The interface was not installed correctly.
B) You added the navigation set in the wrong interface.
C) The profile doesn't have permission to the new interface.
D) You forgot to set the permission in the navigation set for the new interface.

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

4. Your customer would like a high, medium, or low severity level assigned to each incident. The agents will service the incidents using a queue representing each severity. Which option shows the minimum steps required to satisfy the requirements?

A) Create incident statuses and queues
B) Create incident severities
C) Create incident statuses, queues, and severities
D) Create incident queues and severities

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

Solutions: