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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer wants to set a disposition and add specific standard text item automatically based on a given endpoint within guided Assistant path info the response thread.
What are the two steps required to complete this request?

A) Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required on the incident workplace.
B) Create a Named Event to fire each end point of the Guide.
C) Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.
D) Use an Incident Business rule to fire a named event and populate the standard text to the message thread.
E) Use Agent Workflow to populate the disposition and populate the standard text based on the named event in the guide.

2. Your customer's agent is using the Co-Browse feature with an end customer who is using a Mac.
The Co-Browse is displaying an error and will not work. What action must the agent take to allow Co-Browse to work on Mac OS?

A) Nothing, Co Browse is not supported for a Mac OS.
B) Instruct the end customer to enable Java on their Mac.
C) Have the customer use the IE browser.
D) Have the customer clear their browser cache and try again.

3. Your customer has asked you to create a report that shows all incidents opened within the past month.
The report should show the following columns:
-Number of incidents opened in the past month -Number of incidents opened in the past week -Number of incidents opened in the past day
Which two functions are needed in the expressions to create the three columns?

A) NVL
B) SUM
C) DECODE
D) AVG
E) IF

4. A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for the follow up: #120728000001
A member of your support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it."
Which two actions will allow you to identify the correct message base item if you do not know which message base you need to edit?

A) Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
B) Look for the message in the receipt email body.
C) Run a message base report and search for the text string you want to change.
D) Submit an incident to customer care.

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) Create a report of survey responses.
B) Schedule a survey to run on a daily basis.
C) Create a new queue for unhappy customers.
D) Assign score to the survey questions and set the status field based on the values of the responses.
E) Create a transactional survey.
F) Set an incident business rule to send the survey when an incident is closed.
G) Create a broadcast survey.

Solutions: