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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer has a single Service level Agreement and applies the service Level Agreement called Reseller when a contact is a reseller of their services.
These end customers often have their own ticketing system, and in order to capture the reseller's ticket number, the customer has requested that their Ask page be upgraded to include an External Ticket Number custom field only when the logged in contact has a Service level Agreement that only a reseller would have.
Which two widgets or tags are used to complete your customer's request?

A) Use the "FormInputCustom" widget.
B) Use the "Field" tag with the "name" attribute.
C) Use the "FormSubmit" widget.
D) Use the "FormInput" widget.
E) Use the "Conditional" tag with an "sla" attribute.

2. Your customer has asked you to create a report that will need to be sent to the executive management.
None of the receipts of this report has access to the system, and the same monthly report should be delivered to all recipients.
The management team frequently changes and your customer does not want to alter the report schedule after configuration.
After creating the report what two additional steps need to be taken?

A) Send a notification to the execution team that the report is available.
B) Create and add the distribution list to the schedule.
C) Set the up staff accounts for the executive team.
D) Upgrade the permissions for the report to include the executive team.
E) Create a dashboard for the report.
F) Create a schedule record for the report.

3. 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) Submit an incident to customer care.
C) Look for the message in the receipt email body.
D) Run a message base report and search for the text string you want to change.

4. Your customer has five active agents, one agent profile, three products, and three incident queues (queue1, queue2, and queue3).
Their incidents are directed to each queue based on their three products.
Each product is assigned a unique queue.
The priority of queue to be worked are queue 1, queue2, and queue3.
Identify which two items will solve this problem.

A) Change the full policy for the agent profile to manual and instruct at least one of the agents to pull queue3.
B) Change the pull policy for the agent profile to ""First Due.
C) Create an escalation rule for the agent profile to "First Due".
D) Create a new agent profile that has a reverse queue order and assign at least one agent to the new profile.

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

Solutions: