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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Which example requires the use of a one to many, parent child custom object application?

A) Your customer wants to keep track of all the cars the end customers drive.
B) Your customer wants to keep track of the end customer's Customer identification Number
C) Your customer has stated that they want to report on end customers that have similar attributes.
D) Your customer has stated that they want to track when end customers are contacted by sales associates.

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

3. Identify which option describes a valid use of the disposition field.

A) The customer selected the nature of the question
B) Describe the status of the customer question
C) Describe the classification of incidents
D) Describe the topic of knowledgebase answers

4. Your customer has created a new script and has deployed it to the agents in their call center within their incident workflow.
They have noticed an issue that all of their agents cannot end the script of the places that were designed to.
Identity the two reasons for this.

A) There are no return events listed in the incident workflow for the script to use.
B) The agents cannot get to the pages where they can end the script.
C) There are no script beginning and ending buttons enabled for the script pages.
D) There are no exit or finished events being triggered on the script pages.

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

Solutions: