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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) Add all five queues to the agent's profile.
B) Use the Strict Priority Pull Policy
C) Add all five queues to the agent's profile with Helper and VIP being the first two in the list.
D) Create an agent profile to only work these two queues.
E) Use the First Due Pull Policy

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

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

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

4. You customer has added a new interface and requests that you set up three navigation sets and associate them with three profiles.
You log in with your original credentials and add the navigation sets.
When you edit the profile and select the dropdown for the new navigation set you don't see the navigation sets you just added.
Why can't you see the navigation set that should be displayed?

A) The interface was not installed correctly.
B) You forgot to set the permission in the navigation set for the new interface.
C) The profile doesn't have permission to the new interface.
D) You added the navigation set in the wrong interface.

5. Your customer was reviewing published answers in their knowledgebase.
They noticed that several of the answers had irrelevant answers listed in the "Answers other found helpful" section of the answer detail page.
What step is required to eliminate the individual irrelevant answers?

A) Delete the irrelevant answers from Sibling Answers.
B) Remove the irrelevant answers from manually related answers.
C) Remove the related answers widget from the Customer Portal page.
D) Block the irrelevant answers from Learned Links.

Solutions: