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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer wants to measure agent performance based on feedback from their end customers.
If you end customer provides negative feedback, their incident needs to be reopened automatically. Identify three tasks to fulfill these requirements.

A) Set an incident business rule to send the survey when an incident is closed.
B) Create a report of survey responses.
C) Create a transactional survey.
D) Create a broadcast survey.
E) Assign score to the survey questions and set the status field based on the values of the responses.
F) Schedule a survey to run on a daily basis.
G) Create a new queue for unhappy customers.

2. Your customer supports three different brands and needs to be able to send and receive emails using differently branded email.
The end customers may not know that the three brands are supported by the same company or that the Oracle RightNow CX Cloud Service is being used.
Identify the three configurations that must be made to enable this requirement.

A) Create three service mailboxes on the console, and use SMTP forwarding from your customer's mail server.
B) Use the Friendly From/Branded Address.
C) Use your customer's branded email address as the Reply To address.
D) Use the custhelp.com email address as the Reply To Address.
E) Use SMTP Forwarding from your customer's mail server to the default service mailbox.

3. Your customer has asked you to configure profiles for an Oracle RightNow CX Cloud Service
Engine implementation.
Your customer's requirements:
-There will be two queues.
-All incidents will be pulled by the agents.
-Delivery is based on the due date assigned to the incident.
-No agent will be allowed to work on more than five incidents at a time.
Select two configurations needed to accomplish this.

A) Set Pull Quantity to 2
B) Set Pull Policy to First Due
C) Set Pull Policy to Strict priority
D) Set Inbox Limit to 2
E) Set Pull Policy to Manual
F) Set Inbox Limit to 5
G) Set Pull Quantity to 5

4. You have created variables for your customer address to be used throughout their system
What three pieces of functionality will allow the use of these variables?

A) Incident Rules
B) Answers
C) Standard text
D) Agent Scripting
E) Incidents
F) Workflow

5. Referring to custom fields in the system, identify the column identifier that indicates it is a custom field.

A) RN$
B) CF$
C) CO$
D) C$
E) $C

Solutions: