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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

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

2.
Which two statements are true about the Oracle RightNow CX Cloud Service Application button?

A) Contains shortcuts for adding records and items to the knowledge base
B) Provides context-sensitive help
C) Can include shortcuts to commonly used reports
D) Provides quick access to any of the interfaces defined for your application

3. Which three expressions use proper syntax?

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

4. Your customer wants to put the information in the "answer" section of their knowledgebase article as more important than the information in the "subject" section.
What two system configuration settings can be modified to increase the value of the phrases in the "answer" versus the "subject" during a search from either customer portal of the agent desktop?

A) SRCH_DESC_WEIGHT
B) SRCH_CAT_WEIGHT
C) SRCH_ATTACH_WEIGHT
D) SRCH_PROD_WEIGHT
E) SRCH_SUBJECT_WEIGHT
F) SRCH_KEY_WEIGHT
G) SRCH_BODY_WEIGHT

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) Add the Standard Text as Private Note to Thread in the workspace rule.
B) Create Standard Text with instructions.
C) Add a workspace rule that checks for identified terms in the subject line.
D) Use an Incident Business Rule to append standard text to the uncommitted response buffer.
E) Use an Incident Business Rule to append standard text to Customer Thread.

Solutions: