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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your client has VIP customers (all of which have a custom contact field of VIP to 'Yes'). They want to offer these customers a higher priority service on Chat.
You intend to do this with a VIP queue.
Which three steps do you also need to perform?

A) Create incident rules so that contacts with the VIP field set to 'Yes' are routed to the VIP queue.
B) Set the Pull Policy to manual.
C) Add the VIP queue to the profile of the agents that are taking chats.
D) Create a rule to set an SLA.
E) Create chat rules so that contacts with the VIP field set to 'Yes' are quoted to the VIP queue.
F) Move the VIP queue to the top of the top queue list.

2. 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 be in HTML format.
B) All emails sent must contain the response of the agent and not the customer's thread.
C) All emails sent must have the incident reference number at the beginning of the subject.
D) Receipt messages shouldn't be sent.
E) Incident messages shouldn't be sent.

3. Identify the seven data types that are available as custom fields.

A) Text Field
B) Integer
C) Multi Select Menu
D) Date/Time
E) Text Area
F) Currency
G) Yes/No
H) Float
I) Date Field
J) Menu

4. Your customer has team leads who are responsible for creating business rules and managing staff accounts. However, they should not be allowed to create or modify any profiles.
Which two options should be used to configure the Navigation Set for these team leads?

A) Add the Configuration item of Rules, and Staff Account by Group report into Home Tab and remove the default Configuration pane.
B) Keep the default Configuration items in the Configuration pane and let the profile handle this.
C) Add the Configuration items of Workspace/Workflows, Rules, and Staff Account by Group Report into the Home Tab and remove default Configuration pane.
D) Create a navigation set that only has "Rules" and all "Staff Management" items in the configuration pane.

5. In a Customer Portal design session, the customer explains to you that they have multiple brands, and that they have multiple websites to reflect these brands.
After reviewing the sites with the customer, you notice that each of the sites contain the same layout and content, but has different colors and branding, such as logos.
Which option allows for a consistent layout and dynamic branding?

A) Do not use a theme, and implement templates dynamically.
B) Use a single theme across all Customer Portal pages, and implement templates dynamically.
C) Use a single template across all Customer Portal pages, and implement themes dynamically.
D) Do not use a template, and implement themes dynamically.

Solutions: