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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. 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.

2. When an incident is opened, your customer would like to have different workspaces open based on the six products that can be selected when an incident is submitted from the Ask A Question customer portal page.
When designing the workflow used to complete this requirement, which three elements are necessary?

A) Workspace
B) Decision
C) Set Fields
D) Entry Point
E) Load

3. A client would like to edit a contact record and in addition add warranty Information.
Select the implementation steps required using the Custom object design below.

A) Insert the Warranties control into a tab in the Contact workspace.
B) Insert a report control and assign a Warranties report into a tab in the Contact workspace
C) Insert the Warranties fields into the Contact workspace.
D) Use the Warranties workspace and add the Contact control.

4. Your customer has asked you to create a report that will need to be sent to the executive management.
None of the receipts of this report has access to the system, and the same monthly report should be delivered to all recipients.
The management team frequently changes and your customer does not want to alter the report schedule after configuration.
After creating the report what two additional steps need to be taken?

A) Send a notification to the execution team that the report is available.
B) Create a dashboard for the report.
C) Upgrade the permissions for the report to include the executive team.
D) Create a schedule record for the report.
E) Create and add the distribution list to the schedule.
F) Set the up staff accounts for the executive team.

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

Solutions: