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Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. How many levels can Products, Categories, and Dispositions have in each hierarchy?

A) 3
B) 6
C) 2
D) 5
E) 4

2. Your customer would like a high, medium, or low severity level assigned to each incident. The agents will service the incidents using a queue representing each severity. Which option shows the minimum steps required to satisfy the requirements?

A) Create incident queues and severities
B) Create incident severities
C) Create incident statuses, queues, and severities
D) Create incident statuses and queues

3. 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) Create a new agent profile that has a reverse queue order and assign at least one agent to the new profile.
B) Change the full policy for the agent profile to manual and instruct at least one of the agents to pull queue3.
C) Create an escalation rule for the agent profile to "First Due".
D) Change the pull policy for the agent profile to ""First Due.

4. Identify the three options available on the deployment screen in customer portal.

A) Production
B) Rollback
C) Develop
D) Stage
E) Promote

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

Solutions: