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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Identify the seven data types that are available as custom fields.

A) Text Area
B) Yes/No
C) Date Field
D) Float
E) Multi Select Menu
F) Currency
G) Menu
H) Date/Time
I) Integer
J) Text Field

2. Your customer would like to classify their incidents by the hierarchy of services they provide, and will route customer web form incidents to agents according to the type of help selected and by service in the hierarchy.
Select the two statements that would satisfy these requirements.

A) Use the product field to identify the services and the category field to identify the customer's incident type of help.
B) Use the product field to identify the services and an incident custom field to identify the customer's incident type of help.
C) Use the product field to identify the services and the disposition field to identify the customer's incident type of help.
D) Use the category field to identify the customer's incident type of help, and an incident custom field to identify the services.

3. 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) Use Agent Workflow to populate the disposition and populate the standard text based on the named event in 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) Create a Named Event to fire each end point of the Guide.
E) Use an Incident Business rule to fire a named event and populate the standard text to the message thread.

4. Your customer would like you to create a workflow following these requirements:
Requirement 1: The workflow will allow the agent to switch between workspaces by clicking the "Select Workspace" button.
Requirement 2: The agent can launch the script both within the workspace as well as by leaving the workspace while still inside the workflow.
Requirement 3: The workflow must capture all phone data provided to the agent in their desktop softphone application.
-DSN -ANI -Language -Exit reason -Transfer From -Transfer Notes
Requirement 4: If a contact record exists, the workflow must load the contact found as the contact for the incident.
Requirement 5: If a contact record is not found, the contact will be created with all the data captured from softphone.
Your customer is not willing to purchase or deploy custom objects to manage any data coming from their CTI integration.
Identify which three requirements can be accomplished through the use of standard workflow/workspace functionality.

A) Requirement 4
B) Requirement 5
C) Requirement 3
D) Requirement 2
E) Requirement 1

5. View the exhibits.


Your manager asks you to create a report that shows every Staff Account and how many open incidents have been assigned to them. Which report definition meets this criteria?

A) Exhibit C
B) Exhibit E
C) Exhibit D
D) Exhibit B
E) Exhibit A

Solutions: