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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer's site consists of four business units using four different interfaces.
To avoid any configuration changes affecting other business units they have created four test environments for all system changes to be deployed and tested for each business unit before moving and changes into production.
Following the standard deployment method, how many deployments (excluding the copy between environments) must take place for the changes to be live in production, if they are customer portal changes for each of the four interfaces on each of the four environments?

A) 40
B) 34
C) 28
D) 38
E) 30
F) 32
G) 36

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

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

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

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) Create a new agent profile that has a reverse queue order and assign at least one agent to the new profile.
C) Change the pull policy for the agent profile to ""First Due.
D) Create an escalation rule for the agent profile to "First Due".

5. Identify which option describes a valid use of the disposition field.

A) The customer selected the nature of the question
B) Describe the status of the customer question
C) Describe the classification of incidents
D) Describe the topic of knowledgebase answers

Solutions: