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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. 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) Create a Named Event to fire each end point of the Guide.
E) Use an Incident Business rule to fire a named event and populate the standard text to the message thread.

2. Your customer has created a new script and has deployed it to the agents in their call center within their incident workflow.
They have noticed an issue that all of their agents cannot end the script of the places that were designed to.
Identity the two reasons for this.

A) There are no return events listed in the incident workflow for the script to use.
B) There are no exit or finished events being triggered on the script pages.
C) There are no script beginning and ending buttons enabled for the script pages.
D) The agents cannot get to the pages where they can end the script.

3. Your customer has two different types of end customers that will be visiting their knowledgebase website.
The types are "public customers" and "registered customers".
They would like to present additional knowledgebase answers to the registered customers.
Choose the two statements required to set up this type of environment.

A) Create a special public answer status for the registered customer answers.
B) Create special Products and Categories for the registered customer answers.
C) Set up an access level without customer visibility and assign it to the registered customer answers.
D) Ensure registered customers in to the knowledgebase website and are assigned a service level with the access level to their account.
E) Set up an access level without customer visibility and assign it to all the customer answers.

4. Which three actions must be performed in order to configure cloud Monitor?

A) Add or update profiles to include permission to add themes and Clustering.
B) Add or update a list of favorites.
C) Add or update staff accounts to use profiles that include Cloud Monitor permissions.
D) Add or update navigation sets to include the Cloud Monitor navigation button and component
E) Set up a Cloud Monitor search schedule.
F) Add or update profiles to include-Cloud Monitor permissions.

5. View the exhibits.


Your manager asks you to create a report that shows every Staff Account and how many open incidents have been assigned to them. Which report definition meets this criteria?

A) Exhibit A
B) Exhibit C
C) Exhibit D
D) Exhibit B
E) Exhibit E

Solutions: