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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer has special business process where their agents will put incidents into a waiting status for a period of one week on a regular status basis.
Your customer would like these incidents to remain in the waiting status until the agent has finished researching the incidents(s).
Your customer does not want these incidents to close until 7 calendar days have passed.
Which configuration setting needs to be modified form its default value in order to prevent the system from closing the waiting incident automatically?

A) CI_WAITING_CALC_DAYS
B) DORMANT_INCIDENTS
C) CI_HOURS
D) MYQ_REOPEN_DEADLINE
E) PURGE_DELETE_INCIDENTS

2. Which three actions must be performed in order to configure cloud Monitor?

A) Set up a Cloud Monitor search schedule.
B) Add or update navigation sets to include the Cloud Monitor navigation button and component
C) Add or update profiles to include-Cloud Monitor permissions.
D) Add or update profiles to include permission to add themes and Clustering.
E) Add or update staff accounts to use profiles that include Cloud Monitor permissions.
F) Add or update a list of favorites.

3. In which two sections of the Customer Portal is the Guided Assistance widget available for end customers?

A) Any page the customer wants it placed
B) The popular answers list page
C) They are only available when using smart assistant
D) The answers detail page
E) The answers list page only
F) Ask a Question

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 a rule to set an SLA.
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) Set the Pull Policy to manual.
E) Add the VIP queue to the profile of the agents that are taking chats.
F) Create incident rules so that contacts with the VIP field set to 'Yes' are routed to the VIP queue.

5. Your customer would like you to alter the content and format of the emails that are sent to their end customers when response is sent.
Which three of your customer's requirements can be fulfilled through the use of interface configuration?

A) Receipt messages shouldn't be sent.
B) All emails sent must have the incident reference number at the beginning of the subject.
C) Incident messages shouldn't be sent.
D) All emails sent must be in HTML format.
E) All emails sent must contain the response of the agent and not the customer's thread.

Solutions: