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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer runs a 24/7 call center and has a policy starting that incidents that agent's solved by the end of an agent's shift should be moved out of that agent's inbox to be worked by another active agent.
Which two actions will accomplish this?

A) Create a workspace rule that sets the Assigned field to null when an agent logs out.
B) The agent reassigns each incident to another agent before they log off.
C) Add a business rule that when an agent logs out, the Assigned field should be set to null for any unresolved incidents for that agent.
D) The agent does a multi-edit update for all incidents in their inbox and changes the assigned field to full.

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

3. Your customer would like you to alter the content and format of the emails that are sent to their end customers when response is sent.
Which three of your customer's requirements can be fulfilled through the use of interface configuration?

A) Receipt messages shouldn't be sent.
B) Incident messages shouldn't be sent.
C) All emails sent must have the incident reference number at the beginning of the subject.
D) All emails sent must contain the response of the agent and not the customer's thread.
E) All emails sent must be in HTML format.

4. Within the password configuration settings what does the grace period control?

A) The number of days a notice is sent to the user before his password expires
B) The number of days after an account is locked when the user can request an online reset of his password
C) The number of days after a password expires that the user can still log in before the account is locked
D) The number of days before a manager is noticed of a locked account

5. Your customer is using standard statuses, status types, and the standard agent "My Inbox" report.
Which two incident status types will show up in the agent's "My Inbox" report?

A) Updated
B) Unresolved
C) Waiting
D) Solved

Solutions: