Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. 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) Create a navigation set that includes the "department" custom field.
C) Create a "department" custom field in the incident table.
D) Create a "department" custom Field in the contact table.
E) Add a name and a column name for the new custom field.
F) Update the Context Workspace with the new "department" custom field.

2. Your customer would like to run incident report with up to five years of data on incidents and activity for a given agent regardless of whether an agent has left the company.
Your customer is not sure what they need to do to keep from deleting data for agents that have left the company.
Identify which option would allow your customer to administer the staff accounts to enable the reporting abilities they require.

A) Disabled from Assignment
B) Reassign the old incidents to another staff accounts called Former Employee
C) Permanently Disabled
D) Do not disable, but lock the staff account
E) Disabled from Assignment and Report Filters

3. 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) Sending a link to a survey can only be done by the agent during or at the end of chat.
C) You can create a chat rule to email a transactional survey to the customer at the end of a chat.
D) You can create a chat rule to pop up a transactional survey at the end of a chat.

4. 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 C
C) Option A
D) Option D

5. Your customer would like a high, medium, or low severity level assigned to each incident. The agents will service the incidents using a queue representing each severity. Which option shows the minimum steps required to satisfy the requirements?

A) Create incident statuses, queues, and severities
B) Create incident severities
C) Create incident queues and severities
D) Create incident statuses and queues

Solutions: