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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer has asked that all of the knowledge base answers be updated with new address and contact details.
There are about 500 answers existing to date and your client informs that they will be moving again at the end of the year and do not have the man power to keep this up to date on an ongoing basis.
Your client has three interfaces for each of their lines business that will all have different information.
What do you tell your client to configure?

A) Search for all answers with the address and update them.
B) Create variable and update all answers to include it.
C) Call support and have them run a search and replace on the database.
D) Create a standard text to include the new addresses and update all the answers to include it.

2. Your customer would like to run incident report with up to five years of data on incidents and activity for a given agent regardless of whether an agent has left the company.
Your customer is not sure what they need to do to keep from deleting data for agents that have left the company.
Identify which option would allow your customer to administer the staff accounts to enable the reporting abilities they require.

A) Disabled from Assignment
B) Disabled from Assignment and Report Filters
C) Permanently Disabled
D) Do not disable, but lock the staff account
E) Reassign the old incidents to another staff accounts called Former Employee

3. Within the password configuration settings what does the grace period control?

A) The number of days after an account is locked when the user can request an online reset of his password
B) The number of days before a manager is noticed of a locked account
C) The number of days a notice is sent to the user before his password expires
D) The number of days after a password expires that the user can still log in before the account is locked

4. 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) There are no return events listed in the incident workflow for the script to use.
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) The agents cannot get to the pages where they can end the script.

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

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

Solutions: