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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer has created a new script and has deployed it to the agents in their call center within their incident workflow.
They have noticed an issue that all of their agents cannot end the script of the places that were designed to.
Identity the two reasons for this.

A) The agents cannot get to the pages where they can end the script.
B) There are no script beginning and ending buttons enabled for the script pages.
C) There are no exit or finished events being triggered on the script pages.
D) There are no return events listed in the incident workflow for the script to use.

2. 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 an Incident Business rule to fire a named event and populate the standard text to the message thread.
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 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.

3. Which incident field is designed to be used by your customer to standardize tracking of how incidents are resolved?

A) Source
B) Severity
C) SLA Instance
D) Response Message
E) Disposition

4. 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_HOURS
B) DORMANT_INCIDENTS
C) MYQ_REOPEN_DEADLINE
D) CI_WAITING_CALC_DAYS
E) PURGE_DELETE_INCIDENTS

5. 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 category field to identify the customer's incident type of help, and an incident custom field to identify the services.
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 product field to identify the services and the category field to identify the customer's incident type of help.

Solutions: