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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. You are updating the "Salesman" profile in a site where a new custom object has been created called CO.Salesman.
Your customer has requested their salesman to update record in this custom object.
What two settings in the "Salesmen" profile have to be updated to allow them access?

A) Sales Tab: select the Edit check box opportunities.
B) Add a workspace for the Salesmen custom object.
C) Custom Objects Tab: select the update check box for package Name "CO" and object name "Salesmen"
D) Update the workspace for Opportunities.
E) Service Tab: select the Add/Edit check box for incidents.
F) Contacts Tab: Select the Edit check box for Sales.
G) Custom Objects Tab: select the Read check box for package Name "CO" and object Name "Salesman".

2. 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.

3. Your customer would like you to create a workflow following these requirements:
Requirement 1: The workflow will allow the agent to switch between workspaces by clicking the "Select Workspace" button.
Requirement 2: The agent can launch the script both within the workspace as well as by leaving the workspace while still inside the workflow.
Requirement 3: The workflow must capture all phone data provided to the agent in their desktop softphone application.
-DSN -ANI -Language -Exit reason -Transfer From -Transfer Notes
Requirement 4: If a contact record exists, the workflow must load the contact found as the contact for the incident.
Requirement 5: If a contact record is not found, the contact will be created with all the data captured from softphone.
Your customer is not willing to purchase or deploy custom objects to manage any data coming from their CTI integration.
Identify which three requirements can be accomplished through the use of standard workflow/workspace functionality.

A) Requirement 2
B) Requirement 5
C) Requirement 1
D) Requirement 4
E) Requirement 3

4. Which three expressions use proper syntax?

A) Avg(incidents.c&times_opened)
B) If (incidents.assgn_acct_id IS NULL, 'Not Assigned', 0)
C) Date_diff(incidents.closed, incidents.created)
D) If(incidents.assign_group_id = 100460, 'With Support', 'Not with Suport')
E) Sum(if(incidents.status_id < > 2, 1, 0))

5. 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 Customer Thread.
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 the uncommitted response buffer.
D) Add a workspace rule that checks for identified terms in the subject line.
E) Create Standard Text with instructions.

Solutions: