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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

Question 1

Your customer has a complex workspace that has 60 + tabs, 100 + data fields and over 200 + rules that are fired based on agent actions for their different business functions.
Your customer has told you that their workspace is painfully slow and the call center agents cannot do their work.
The customer would like to keep using a single profile for all their agents to simplify administration.
You have condensed many of the rules in the workspace into named events to try and speed things up, but on the call center agents' workstations its still just too slow.
Which three options will speed up the agents' workspace?

A. Utilize a single workspace per business function and assign it to the profile
B. Reduce the number of data fields on the workspace
C. Create workspace rules to hide unused tabs when the workspace loads.
D. Utilize workflow to split the workspace into more than one
E. Reduce the number of tabs that need to be rendered

Question 2

When an incident is opened, your customer would like to have different workspaces open based on the six products that can be selected when an incident is submitted from the Ask A Question customer portal page.
When designing the workflow used to complete this requirement, which three elements are necessary?

A. Decision
B. Set Fields
C. Load
D. Workspace
E. Entry Point

Question 3

Select the six actions that initiate the business rules engine to run its configured logic.

A. An administrator compiles the rules engine.
B. An agent creates or edits an answer.
C. A customer updates their contact details via the end-user pages.
D. A customer asks a question on the end user portal.
E. A customer adds more information to their incident via the end-user pages
F. An agent edits an opportunity.
G. The rules engine is updated.
H. An agent edits contacts, incidents, organizations, or tasks.

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

Question 5

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. All emails sent must have the incident reference number at the beginning of the subject.
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. Receipt messages shouldn't be sent.
E. Incident messages shouldn't be sent.

Solutions: