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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:
1. 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 contain the response of the agent and not the customer's thread.
C) All emails sent must be in HTML format.
D) All emails sent must have the incident reference number at the beginning of the subject.
E) Incident messages shouldn't be sent.
2. 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 pull policy for the agent profile to ""First Due.
B) Create an escalation rule for the agent profile to "First Due".
C) Create a new agent profile that has a reverse queue order and assign at least one agent to the new profile.
D) Change the full policy for the agent profile to manual and instruct at least one of the agents to pull queue3.
3. Your customer has linked products and dispositions together on their site. On the agent's incident workspace the list of dispositions is not being filtered.
Select the two actions that will assist in troubleshooting this issue.
A) The enable product disposition linking is not selected.
B) Your customer's agents must log out and log back in.
C) The Auto Build product disposition links is not selected.
D) The client has not refreshed the incident in the incident workspace.
E) The incident workspace does not have a filter workspace rule assigned.
4. When using standard reports within the Analytics module there is a limit to what can be edited in each report.
Select the two items that are editable on a standard report.
A) Graphs
B) Non Selectable Filters
C) Report Heading
D) Schedules
E) Column Headings
F) Permissions
5. You are creating several new standard bead entries and want to use variables in your standard text.
What is the difference between "Variable" and "$"?
A) Variable pulls in a dynamic value from the database and $ is a fixed variable.
B) Variable is a fixed value and $ pulls in a dynamic value from the database.
C) $ pulls in a dynamic value from the database and Variable allows the agent to enter a value.
D) Variable pulls in a dynamic value from the database and $ allows the agent to enter a value.
E) $ allows the agent to enter a value and Variable is a fixed value.
Solutions:
Question # 1 Answer: A,B,D | Question # 2 Answer: B,C | Question # 3 Answer: D,E | Question # 4 Answer: C,D | Question # 5 Answer: A |