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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 an Incident Business rule to fire a named event and populate the standard text to the message thread.
B) 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.
C) Use Agent Workflow to populate the disposition and populate the standard text based on the named event in the guide.
D) Create a Named Event to fire each end point of the Guide.
E) Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.

2. Your customer wants agents to automatically receive an incident private note that explains how to handle specific responses from customers.
These incidents would be identified by specific terms in the subject line.
Select three steps needed to accomplish this.

A) Use an Incident Business Rule to append standard text to the uncommitted response buffer.
B) Add the Standard Text as Private Note to Thread in the workspace rule.
C) Use an Incident Business Rule to append standard text to Customer Thread.
D) Add a workspace rule that checks for identified terms in the subject line.
E) Create Standard Text with instructions.

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

4. Your customer has five active agents, one agent profile, three products, and three incident queues (queue1, queue2, and queue3).
Their incidents are directed to each queue based on their three products.
Each product is assigned a unique queue.
The priority of queue to be worked are queue 1, queue2, and queue3.
Identify which two items will solve this problem.

A) Change the pull policy for the agent profile to ""First Due.
B) Change the full policy for the agent profile to manual and instruct at least one of the agents to pull queue3.
C) Create a new agent profile that has a reverse queue order and assign at least one agent to the new profile.
D) Create an escalation rule for the agent profile to "First Due".

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

Solutions: