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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer would like some changes to be made in the incident workspace. Which three changes can be made by using workspace functionality?

A) Focus on a specific workspace tab based on the value of a custom field.
B) Change the color of the Banner Flag based on the incident's severity.
C) Right justify all field labels on the workspace
D) Copy the value in the Queue menu to a custom field.
E) Conditionally hide specific product items based on the logged in staff account's profile.

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

3. 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

4. Your customer wants you to separate their contact records by development.
You determine that to enable this functionality, you need to implement a new custom field, and that the field will need to be available to agents to enter and maintain the values.
Select the four steps to accomplish this.

A) Set the custom field data type to Text Field.
B) Update the Context Workspace with the new "department" custom field.
C) Add a name and a column name for the new custom field.
D) Create a navigation set that includes the "department" custom field.
E) Create a "department" custom field in the incident table.
F) Create a "department" custom Field in the contact table.

5. 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) 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.
B) Create a workspace rule that sets the Assigned field to null when an agent logs out.
C) The agent does a multi-edit update for all incidents in their inbox and changes the assigned field to full.
D) The agent reassigns each incident to another agent before they log off.

Solutions: