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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
1. Identify the three options available on the deployment screen in customer portal.
A) Rollback
B) Production
C) Promote
D) Stage
E) Develop
2. 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.
3. Your customer would like you to alter the create account page.
They would like you to change the following Items:
-Custom fields: (display only these two fields) -Contacts.free_trial (Not Required) -Contacts.contact_okay (Not required)
-Standard fields: -Contact.email_alt1(Required) -Contacts.email_alt2(Not required) -Contacts.ph_mobile(Not required) -Contacts.ph_home(Required) -Name (Not required)
Identify the option that correctly reflects the changes requested by the customer.
A) Option B
B) Option D
C) Option C
D) Option A
4. Which three expressions use proper syntax?
A) Avg(incidents.c×_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 to measure agent performance based on feedback from their end customers.
If you end customer provides negative feedback, their incident needs to be reopened automatically. Identify three tasks to fulfill these requirements.
A) Schedule a survey to run on a daily basis.
B) Create a transactional survey.
C) Create a report of survey responses.
D) Assign score to the survey questions and set the status field based on the values of the responses.
E) Create a broadcast survey.
F) Create a new queue for unhappy customers.
G) Set an incident business rule to send the survey when an incident is closed.
Solutions:
| Question # 1 Answer: A,C,D | Question # 2 Answer: B,C,E | Question # 3 Answer: C | Question # 4 Answer: B,C,D | Question # 5 Answer: B,D,G |
