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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. How many levels can Products, Categories, and Dispositions have in each hierarchy?

A) 6
B) 2
C) 4
D) 5
E) 3

2. 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

3. 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.

4. 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.

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: