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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. View the Exhibit.

Your customer has "Gold" level SLAs being applied to organization automatically with an organization rule.
After six months the business decides to reduce the turnaround time for the response.
Instead of responding in 24 hours yours agents need to respond to the end customers within the
business hours.
You modify the Gold SLA to reflect this change but you notice that the SLA reports are still using a
24 hours response time.
Which statement is correct?

A) Updating the SLA will not automatically update the organization's SLA.
B) The SLA reports will need to be modified to use the new SLA.
C) You have not activated the rules so the updated SLAs are not being applied.
D) Your site has been corrupted with "Ghost" SLAs (See Exhibit).

2. Your customer is editing a contact workspace that is the parent of a object customer. They do not see the child custom object information.
Select the three areas to check to verify that the condition is correct.

A) The custom object has a relationship with the parent.
B) The custom object has workspace permissions.
C) The profile has custom object permissions.
D) The custom object has an associated workspace.
E) The custom object was deployed.

3. Select the six actions that initiate the business rules engine to run its configured logic.

A) An administrator compiles the rules engine.
B) An agent edits contacts, incidents, organizations, or tasks.
C) An agent edits an opportunity.
D) A customer adds more information to their incident via the end-user pages
E) A customer asks a question on the end user portal.
F) An agent creates or edits an answer.
G) The rules engine is updated.
H) A customer updates their contact details via the end-user pages.

4. Your client has VIP customers (all of which have a custom contact field of VIP to 'Yes'). They want to offer these customers a higher priority service on Chat.
You intend to do this with a VIP queue.
Which three steps do you also need to perform?

A) Create incident rules so that contacts with the VIP field set to 'Yes' are routed to the VIP queue.
B) Move the VIP queue to the top of the top queue list.
C) Create chat rules so that contacts with the VIP field set to 'Yes' are quoted to the VIP queue.
D) Create a rule to set an SLA.
E) Add the VIP queue to the profile of the agents that are taking chats.
F) Set the Pull Policy to manual.

5. Your customer has two different types of end customers that will be visiting their knowledgebase website.
The types are "public customers" and "registered customers".
They would like to present additional knowledgebase answers to the registered customers.
Choose the two statements required to set up this type of environment.

A) Set up an access level without customer visibility and assign it to all the customer answers.
B) Ensure registered customers in to the knowledgebase website and are assigned a service level with the access level to their account.
C) Set up an access level without customer visibility and assign it to the registered customer answers.
D) Create special Products and Categories for the registered customer answers.
E) Create a special public answer status for the registered customer answers.

Solutions: