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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer would like to classify their incidents by the hierarchy of services they provide, and will route customer web form incidents to agents according to the type of help selected and by service in the hierarchy.
Select the two statements that would satisfy these requirements.

A) Use the product field to identify the services and the category field to identify the customer's incident type of help.
B) Use the category field to identify the customer's incident type of help, and an incident custom field to identify the services.
C) Use the product field to identify the services and the disposition field to identify the customer's incident type of help.
D) Use the product field to identify the services and an incident custom field to identify the customer's incident type of help.

2. Your customer has team leads who are responsible for creating business rules and managing staff accounts. However, they should not be allowed to create or modify any profiles.
Which two options should be used to configure the Navigation Set for these team leads?

A) Add the Configuration items of Workspace/Workflows, Rules, and Staff Account by Group Report into the Home Tab and remove default Configuration pane.
B) Keep the default Configuration items in the Configuration pane and let the profile handle this.
C) Create a navigation set that only has "Rules" and all "Staff Management" items in the configuration pane.
D) Add the Configuration item of Rules, and Staff Account by Group report into Home Tab and remove the default Configuration pane.

3. Your customer has asked you to enable their system and agents to capture an order number.
The order number field is a nine-digit alphanumeric field.
They would also like their end customers to enter their own order number when asking a question on the customer portal pages.
Identify three steps to establish the field.

A) Select the Interface Visibility End User - Read/Write check box.
B) Select the Interface Visibility Marketing & Feedback to web form check box.
C) Set the data type for a custom field to Menu.
D) Create a custom field for Incident.
E) Set the data type for a custom field to Text Field.
F) Create a custom field for 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) Set the Pull Policy to manual.
B) Add the VIP queue to the profile of the agents that are taking chats.
C) Move the VIP queue to the top of the top queue list.
D) Create incident rules so that contacts with the VIP field set to 'Yes' are routed to the VIP queue.
E) Create chat rules so that contacts with the VIP field set to 'Yes' are quoted to the VIP queue.
F) Create a rule to set an SLA.

5. Your customer has a complex workspace that has 60 + tabs, 100 + data fields and over 200 + rules that are fired based on agent actions for their different business functions.
Your customer has told you that their workspace is painfully slow and the call center agents cannot do their work.
The customer would like to keep using a single profile for all their agents to simplify administration.
You have condensed many of the rules in the workspace into named events to try and speed things up, but on the call center agents' workstations its still just too slow.
Which three options will speed up the agents' workspace?

A) Utilize workflow to split the workspace into more than one
B) Utilize a single workspace per business function and assign it to the profile
C) Reduce the number of tabs that need to be rendered
D) Reduce the number of data fields on the workspace
E) Create workspace rules to hide unused tabs when the workspace loads.

Solutions: