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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer would like to have the default search report (Answers - Complex Expression Search Default) on their customer portal page altered with the following requirements.
-They want the New and Update tags to be displayed for only 7 days. -They want to display the Answer's score.
Identify the two options that will enable you to complete the requirements.

A) Change the variables for $new and $updated.
B) Update the configuration settings of ANS_NEW_INC_DURATION and ANS_UPD_INC_DURATION.
C) Unhide the computed score (solved) column.
D) Insert the score (solved count) columns.
E) Delete the exceptions for New and Updated.

2. Your customer requested that you create a new report and make it available in the agent's navigation set.
You create the report and add it to the agent's navigation set. However, the agents cannot see the new report.
Select three actions you must perform to identify the reason the report does not display for the agents.

A) Verify that profile permissions in Service has a check for "Read" under Incidents.
B) Request the agents to log off and log back on.
C) Validate the Analytics permissions set for the report
D) Review the filters in the report to ensure the Assign field selection is set to Logged In.
E) Review the navigation set in the profile to ensure it matches the navigation set you updated.
F) Check the Customize Navigation Sets selection.

3. Your customer has five different incidents queues:
-Help -Tier 2 -Escaped -Accounting -VIP The Help and VIP queues have the quickest response goals.
Which two configurations will ensure that an agent's profile pulls incidents assigned these queues first using a single agent profile?

A) Use the First Due Pull Policy
B) Add all five queues to the agent's profile with Helper and VIP being the first two in the list.
C) Use the Strict Priority Pull Policy
D) Create an agent profile to only work these two queues.
E) Add all five queues to the agent's profile.

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

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

Solutions: