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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Which are two true statements about chat surveys?

A) When displaying a link to a chat survey, customer information cannot be linked back to the chat.
B) You can create a chat rule to email a transactional survey to the customer at the end of a chat.
C) Sending a link to a survey can only be done by the agent during or at the end of chat.
D) You can create a chat rule to pop up a transactional survey at the end of a chat.

2. You are creating several new standard bead entries and want to use variables in your standard text.
What is the difference between "Variable" and "$"?

A) Variable pulls in a dynamic value from the database and $ allows the agent to enter a value.
B) Variable pulls in a dynamic value from the database and $ is a fixed variable.
C) Variable is a fixed value and $ pulls in a dynamic value from the database.
D) $ allows the agent to enter a value and Variable is a fixed value.
E) $ pulls in a dynamic value from the database and Variable allows the agent to enter a value.

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. View the exhibits.


Your manager asks you to create a report that shows every Staff Account and how many open incidents have been assigned to them. Which report definition meets this criteria?

A) Exhibit A
B) Exhibit B
C) Exhibit C
D) Exhibit D
E) Exhibit E

5. Your customer's agent is using the Co-Browse feature with an end customer who is using a Mac.
The Co-Browse is displaying an error and will not work. What action must the agent take to allow Co-Browse to work on Mac OS?

A) Instruct the end customer to enable Java on their Mac.
B) Have the customer clear their browser cache and try again.
C) Nothing, Co Browse is not supported for a Mac OS.
D) Have the customer use the IE browser.

Solutions: